Posted in: Engineering in Liverpool | Posted: |
Our Concept Northern division has been established for 28+ years, we have an excellent reputation and work across the whole of Scotland. Our clients vary from SME’s to large national organisations. We deliver to a wide variety of UK based clients with a multiplicity of physical, mental health, hearing and visual impairments & neurodiversity needs.
Role
Working as part of a busy technical support team, the Senior Technical Support Analyst will be responsible for the hardware and software support of students IT equipment. They will also be a mentor for junior members of the team. The job holder will play a key role in ensuring that all requests raised are managed professionally. They will represent Concept Northern to all the students and clients we work with.
* Manage incidents, problems, and service requests.
* Setup and configuration of IT systems and required software
* Hardware repairs to Windows 10 devices
* Providing 2nd line support
* Drive through resolutions and escalate to 3rd party suppliers when necessary.
* Consulting with 3rd party suppliers to resolve technical issues.
* Create and maintain knowledge base articles to share workarounds and document solutions for known issues.
* Manage resolution according to agreed SLAs and KPIs.
* Working to ITIL aligned processes
* Day to day tasks will also include inputting data as customer records and orders, printing and filing customer records, organising orders for dispatch, maintain stock records and talking to customers on the telephone.
About You
* Experience managing junior members of the team
* Experience in supporting Windows 10 devices and a range of softwa
* Experience working in a similar role providing 2nd line technical suppor
* Experience with Sage (preferred)
* Excellent oral and written communication skills.
* Exceptional interpersonal, including teamwork and working co-operatively to achieve a common goal.
* Be able to demonstrate the ability to work and communicate with many stakeholders with varying levels of IT capability and to manage a busy and varied workload.
* Flexible approach to work and excellent problem-solving ability.
* Ability to prioritise and use own initiative.
* Good range of analytical skills and attention to detail.
* Excellent customer service and stakeholder management skills, with the ability to build effective relationships.
* Ability to effectively prioritise and execute tasks in a high-pressure environment.
* Exercises sound judgement and recognises when judgement is poor
