Support Specialist

6 months ago

Yeovil, United Kingdom Engage Full time

Establish and maintain good relationships with clients during the course of day-to-day duties to ensure a long-term commitment to Double First and its products.

Triage all technical support cases, diagnosing and troubleshooting technical issues relating to Double First Applications, ensuring that the Level 3 SRE team have all the necessary information and permissions if the case is escalated to them.

Create and maintain Knowledge Articles, working with SRE L3 to capture and disseminate re-usuable knowledge.

Take inbound customer support calls and assume responsibility for following up, ensuring that all problems are provided with a resolution, ensuring all support calls, user suggestions and bug reports are accurately recorded using the company’s support systems.

Manage personal workload ensuring that all outstanding support calls meet defined procedures and SLAs. Escalate calls that will breach SLAs or might be otherwise problematic to the Support Manager.

Assist with the administration of internal systems within Double First to ensure all staff have access to technical resources appropriate for their roles.

Assist in the development and continual improvement of these processes.

Assist in the production of appropriate customer-facing and internal documentation relating to installation, upgrade and other relevant technical topics.

Assist in the training of Double First customers on relevant technical topics.

Maintain knowledge of relevant technical disciplines including Double First software and undertake ongoing training and development to improve personal skills.

Support colleagues and share department workload and knowledge.

**Role requirement**

Excellent IT literacy with sound working knowledge of MS Office products including Office 365 (Essential)

Sound working knowledge of Microsoft SQL Server including SQL backups and database restores (Essential)

Sound working knowledge of networking technologies and the ability to diagnose and resolve connectivity issue between computers. (Essential)

Experience of setting up Remote Desktop technologies. (Essential)

Experience of dealing with NTFS sharing and Security Issues. (Essential)

Sound working knowledge of Windows Server and Desktop operating systems. (Essential)

Sound working knowledge of webserver technology such as IIS. (Essential)

Experience of producing technical documentation and case notes in good written English. (Essential)

Able to handle multiple tasks simultaneously, flexibly, under pressure, and escalate issues as appropriate. (Essential)

Excellent customer service abilities and instincts (Essential)

Ability to work alone with minimum guidance after the training period. (Essential)

Good team worker. (Essential)

Excellent coaching skills. (Essential)

Ability to influence peers and internal staff (Essential)

Driving licence and ability to drive cars in the UK and overseas to visit clients as required. (Essential)

Ability to travel overseas as required to visit international clients and company offices. (Desirable)

Ability to work on-call per on-call policy and work contractual hours. (Essential)

**Job Types**: Full-time, Permanent

**Salary**: Up to £36,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Flexitime
- Free parking
- On-site parking
- Sick pay
- Work from home

Schedule:

- Day shift
- Flexitime
- Monday to Friday
- Overtime

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: Hybrid remote in Yeovil, BA22 8RN

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