Technical Support Team Leader

5 months ago

Cramlington, United Kingdom Legrand Care Full time

**We are looking for a self-driven and highly motivated **_**Technical Support Team Leader **_**based in the North East to join our ever-expanding service division.**

**Key Duties**
- Troubleshoot and resolve technical problems for installed systems, documenting actions and resolutions
- Provide configuration and commissioning support to customers and internal stakeholders across all the company’s products and systems
- Classify, escalate and coordinate problem resolution for identified issues
- Communicate with service and installation engineers to ensure rapid resolution to reported issues and offering training where appropriate
- Review existing services and practices, making technology recommendation
- Provide technical support and training to customers to ensure they can get the most out of the system
- Lead a team of office based Technical Support Engineers.
- Perform user acceptance testing for new products and systems and liaising with R&D colleagues to provide feedback
- Recommend system and product modifications to reduce future user issues
- Willingness to travel regularly and extensively in the UK and infrequently to Ireland
- Abide by Legrand Care’s Core Values and Code of Ethics and strive to meet and exceed the Group’s Corporate Social Responsibility (CSR) commitments.

**Job Competencies / Key Skills**:

- Previous Service desk experience in a digital telecom’s or IT technical environment
- Product knowledge in the areas of Warden Call, Nurse Call, TECs, and Door Access Control systems
- Excellent customer services skills: telephone manners, patient, positive, empathetic, confident, professional
- Excellent troubleshooting, diagnosis and problem-solving skills
- Ability to work autonomously and as part of a team with common goals
- Strong problems solving ability
- Practical, organised with a keen eye for detail
- Analytical and quantitative skills
- Ability to build excellent relationships with colleagues and customers
- Tech savvy - Ability to quicky learn new concepts and products and have good understanding of IP and Networking
- Good knowledge of Microsoft 365, Teams and SalesForce
- UK driving license

**Benefits**:

- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Work from home

Schedule:

- Monday to Friday

Application question(s):

- How many year of experience do you have ?
- Are you able to easily commute to Cramlington?
- What are your salary expectation?

**Language**:

- English (required)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

Reference ID: TSTLUK

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