Technical Support Advisor

4 months ago

Doncaster, United Kingdom Air Partner Plc Full time

Are you a dynamic, robust, customer focused, administrator, who ideally has a technical services support background? Or maybe you have completed an IT Service Desk Analyst or relevant apprenticeship and you are looking for your first technical support position? Are you looking to start working for a company that will allow you to be involved in process improvement and who will support you to develop in your career. If so, this could be the role for you, as we are looking for a Technical Support Advisor to join our Doncaster based software team, to offer advice and technical support to our SaaS (Software as a service) customers.

Redline Assured Security, has a wide range of international clients and provides industry-leading SaaS services in the security and consulting space.

As well as providing technical, front-line support to our internal and external clients, you will also be heavily involved in Quality Assurance / testing, for new features that are being developed.

We are committed to Continuous Service Improvement (CSI), as such you will be crucial in supporting internal and client projects to ensure new processes, technologies, and services are successfully deployed, and your contribution to this will be very much welcomed.

**You will**:

- Undertake the initial investigation on any issues identified, and communicate and escalate problems you are unable to resolve to Development team
- Log tickets and assist to ensure issues are resolved within agreed timelines - this can involve chasing busy developers for responses
- Undertake routine administration activities on behalf of our clients and internal users such as bulk creation of user accounts, reports etc.
- Undertake basic monitoring and checks to ensure services are operating within agreed parameters
- Proactively engage in all internal process related to Service Delivery and CSI
- Maintain documentation related to services such as user guides, configuration and internal working documents
- Undertake front-end software testing in accordance with agreed release plans
- Undertake regression testing at the time new releases are deployed
- Support the Agile development team(s) on a day-to-day basis with testing of new features being developed
- Ensure all services and procedures are operating in accordance with our ISO 9001 Quality Assurance framework
- Promote collaboration within the team
- Celebrate individual and team success
- Promote diversity and encourage inclusivity

**What we are looking for**:
**Essential**:

- Strong administration skills and / or a background in a similar technical support or IT service desk support role / apprenticeship
- A proactive and self-starting individual with excellent customer-focused communication skills, both written and verbal
- An ability to build relationships with stakeholders and obtain the information you need from them to ensure issues are resolved in a timely manner
- Excellent problem-solving skills
- Strong attention to detail
- An ability to multi-task effectively
- An ability to learn fast about the services we offer
- IT literacy and Microsoft Office:

- Word: able to produce and update documentation
- Excel: able to report on, and undertake basic analysis of data

**Desirable**:

- Experience in a similar role within an IT department or company offering SaaS / online services
- An analytical individual who is excited by software development testing
- IT Service Management (ITSM) or ITIL foundation certified
- Experience using a Service desk ticketing system

**About Air Partner Group, a Wheels Up Company**

Founded in 1961, Air Partner Group is a world-leading international aviation services group providing aircraft charter, aviation safety and security solutions, and managed services to industry, commerce, governments, and private individuals, as well as civil and military organisations.

The Air Partner Group has two divisions: Air Partner Charter and Air Partner Services (previously Safety & Security). Air Partner Charter comprises of group charter, private jets, freight, and specialist services. Group Charter charters large airliners to move groups of any size. Private Jets offers the Company's unique pre-paid JetCard scheme and on-demand charter for up to 19 people. Freight charters aircraft of every size to fly almost any cargo anywhere, at any time.

Air Partner Services comprises Baines Simmons, Redline Assured Security Ltd, Air Partner CHS, Kenyon International Emergency Services, and Managed Services. Baines Simmons offers aviation safety management and fatigue risk management. Redline Assured Security delivers government-standard security training, consultancy, and solutions to regulated, high value and high threat environments. Kenyon International Emergency Services is a world leader in emergency planning and incident response. Air Partner CHS specialises in conditioning monitoring solutions that predict and prevent the failure of electromechanical systems.

Air Pa

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