Technical Support Specialist
2 weeks ago
**Job Description**:
**Are you technically minded?**
**Do you get job satisfaction from resolving issues?**
**Are you looking for a career and not just a job?**
Pertemps are looking to recruit a Technical Specialist to work on their service desk on a permanent and full-time basis.
Your role as Technical Specialist (2nd line support) will be to acts as a second line of product support within the Support Desk.
Any incidents that the Support Desk Specialists (1st line support) are unable to resolve will be passed to your Support team.
You as a Technical Specialist (2nd line support) will be to restore service to the customer in the shortest time possible based on the priority/severity of the incident.
**Duties**:
- Quickly hand issues off to product development where a fix or workaround cannot be established- Assist in managing resolution of issues handed to product development- Cleary record all activity on an issue within the CRM syste- Resolving issues within SLA- Providing clear and regular updates of the status of issues to the Support Desk- Record all issues that are not fully resolved as Problems in the CRM system with the correct customer impact and priority- Ensure any permanent fixes to product are fed back to the product team for incorporation into the product- Ability to develop productive relations with customers (all touch points), colleagues and managers- Be recognized and be accessible as an expert by your direct colleagues, help colleagues.- Ability to build and use a network to find a win-win solution for customer requests or colleague requests- Ability to coach customers and/or colleagues across own networks**Experience**:
- Resourceful - utilise all tools, expertise and knowledge bases to investigate and resolve problem-
- Excellent communication and relationship management skills to liaise at all levels within the business- Demonstrable knowledge and understanding of support systems and processes- Broad technical understanding of a wide range of platforms - Microsoft Technologies (SQL), Mid-Range Systems, Web (NET) and Mainframe- Team player with ability to work on your own initiative in a fast-paced environment.Send you CV to myself for immediate consideration to take advantage of this rare and exciting opportunity to secure a career and not just a job.
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