Associate Client Support Technician - Old Windsor | Zoek UK
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Associate Client Support Technician
Old Windsor, Royal Windsor and Maidenhead, England
£25000 - £29000/annum Salary based on experience
Permanent (Full time)
Triton Technical is an IT and Audio/Video integration firm that designs and deploys complex integrated systems for the private yacht industry. We are looking to add an individual to our support team in a Ticket-Coordination and IT Support position.
The purpose of this position is to assist in the efforts of our Helpdesk Support team. The team responsibilities include remote and on-site troubleshooting, maintaining, testing, building and documenting IT & AV systems for various Mega yachts, Super Yachts and private residences around the world. The support provided is expected to be available to our clients 7x24x365 and requires an attention to process, unique client requirements, and a passion for resolving issues in an effective and efficient manner.
The main focus of the position is the Ticket Coordinator role. This consists of managing ticket flow, establishing priority, technical escalations and advocating for quality and accuracy in the ticket flow of the department as a whole. You will be the point of contact for the Support Department and as a result, a focus on consistently high-quality communications is key. You will also be liaising directly with our 3rd-line IT/AV and Telephony engineers based in the and .
The secondary aspect to the position is the Support Technician role, focusing on resolving technical issues, working directly on active support tickets.
This is an entry level position within the company with considerable room for advancement. The exposure to a wide range of technical disciplines, technologies and all aspects of our support responsibilities means that the progression of your skill set and experience with different areas of IT and AV support will be accelerated. As the individual develops in the role, a training plan based on your own ambitions, areas of interest and the areas the company wishes to focus on will lead to you fast becoming a functional expert in your chosen IT/AV specialty.
Essential Duties and Responsibilities
Ticket-flow management and escalation per defined procedures.
Assisting clients with software and hardware issues.
Performing scheduled server maintenance tasks.
Assisting with software implementation and systems configuration.
Providing issue resolution for desktop, server, data, telecommunications, satellite, and A/V systems.
Testing and performing system upgrades to maintain maximum system reliability.
Writing and maintaining documentation including technical reports, site information spreadsheets, user guides, etc.
Performing other duties as assigned by management.
Due to the 24/7 support environment occasional rota-based weekend shifts may be required once training is complete.
Preferred Experience and Skills
Working knowledge of Windows and Mac OS X clients in an Active Directory environment.
Working knowledge of Windows Server utilities.
Familiarity of computer hardware building, imaging, testing, troubleshooting, and repair.
Familiarity of network technology to include DHCP, switches, routers, firewalls, NAT, wireless protocols, and TCP/IP.
Working knowledge of anti-virus software, common web browsers and MS Office.
Configuration, maintenance, and repair of network printers.
Ticketing/Client Issue Management - Software, Procedures, documentation, escalation.
The position requires excellent verbal and written communication skills, independence, the ability, and willingness to travel internationally, and a desire to learn.
Explain technical issues and resolutions in an empathetic, patient, non-technical manner.
Effectively prioritize tasks and client issues in accordance to defined standards.
Have a detail-oriented working style.
A tenacity for solving problems both for the short and long term.
Share knowledge with team members, superiors, and users.
The ability to apply knowledge to new situations.
Valid Driver License
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit, talk, and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is occasionally required to lift more than 30 kilograms. The vision requirement includes: the ability to adjust focus; depth perception; peripheral vision; distance vision; and close vision