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Data Uploader/Support

Zoek Pin Sunderland SR9 9XZ, UK

£12000.00 - £18001.00 PerAnnum

Permanent (Full time)

Support Technician £12-£18k dependent on age plus 5% annual Bonus & Benefits Sunderland An opportunity has arisen for an entry level support technician with our client who provide medical software solutions. In this Support Technician role you will act in an operational support capacity, monitoring the company's software products, raising and resolving incidents on behalf of customers and General Practicae (GP) Surgery staff. To provide first and second line support to Customers and GP surgery staff, investigating incidents with the company's software products via phone and remote support tools. Duties and Responsibilities To remotely monitor the company's software installed on internal data centres, external data centres and GP practices, To raise incidents for failures and errors found during monitoring and other support duties and resolve these incidents. Liaise with customers on a daily basis on the progress of incidents, being able to explain technical issues in a customer friendly manner. Raise incidents with third parties including clinical system providers, own and progress these incidents to resolution, escalating where necessary. Plan and organise installation, upgrade, reinstallation and project completion activities with the customer and GP practices. Plan incident resolution activities with the customer and GP practices. To maintain a high degree of customer service for all support queries and adhere to all service management principles. To provide support by application of known fixes and other tasks. To provide second line technical support, resolving more complicated incidents, connecting to internal data centres, hosted environments and using desktop connectivity software. To take ownership of incidents and be pro-active when resolving them. Support users in the use of the company's software by providing necessary training and advice. To raise problems identified in incidents with technical and development teams. Third Party Interaction Other Duties and Responsibilities Lead or take part in regular telephone conferences with the customers addressing issues raised. Keeping accurate and up to date smart sheets for customer telephone conferences Participate in the support handover of new projects/products from the Development Team. Provide input to specifications for software solutions, workarounds, new products, support tools and other software products and services. Conduct any other duties commensurate with the role Undertake any other duties and responsibilities as required by the Service Lead and/or Managing Director. Skills / Attributes Required Ability to plan and organise daily, weekly and monthly support activities in a logical manner, ensuring all customers receive support services. Ability to develop simple support scripts and support tools for internal use, using .net, VB, etc. Experience of planning and organising large volume installations/rollout and upgrades for customers, producing e customer and management reports on progress. Experience of direct liaison with customers in telephone conferences or meetings. Excellent telephone manner and customer care skills. Demonstrable knowledge of Microsoft based PC and server operating systems with emphasis on typical windows operating systems in use. Proven network experience in troubleshooting/diagnostics of TCP/IP, IP Config, DNS, firewalls, permissions, etc. Good understanding of PC and common server hardware set-up and configuration. Good knowledge and understanding of how software applications work, being able to understand and differentiate between the files and components required for them to operate. Ability to troubleshoot complicated technical issues using only remote connection facilities or over the telephone. Hands on approach and a willingness to learn. KPI's Reduction of outstanding incidents by site/type Effective management of escalated incidents Successful completion of service ticket (success criteria defined for each release) Effective work as a team Measurable contribution to continuous improvement activities Useful contribution to sales response and sales information Utilising systems and structure to ensure time is best utilised. Those withg experience in Helpdesk Support and ServiceDesk should apply

Posted 6 days ago

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