Technical Support Specialist

3 months ago

Hamilton, United Kingdom Oticon Ltd Full time

**Responsibilities**:

- Receive, investigate, repair and return medical devices following manufacturer training and support literature.
- Organise and QC demonstration equipment used for events and provided to customers and ensure equipment is promptly returned.
- Assist customers with a variety of knowledge levels and build trust and confidence.
- Ensure all support cases are properly logged and hardware issues are assigned a reference and processed according to procedure.
- Troubleshoot and problem-solve technical issues as they arise aiming to diagnose and resolve the fault immediately (where possible).
- Liaise and report technical hardware and software quality concerns to the service team in Denmark.
- Follow up with clients to ensure the problem is resolved and provide correct accompanying documentation.
- Identifying the need and producing supporting documentation.
- Managing and organising multiple cases at one time.
- Build rapport with customers to win trust and confidence.
- Install and configure hardware and software remotely.
- Beta test new packages before being made available to customers and highlighting any issues.
- Complete supporting documentation required for the purchase of medical equipment by customers.

**Desirable attributes**:

- Knowledge or experience in a technical support, IT or engineering role.
- Intermediate to Advanced knowledge level of Microsoft Windows.
- Self-starter, able to use reference material to work independently.
- Attention to detail and good problem-solving skills.
- Excellent interpersonal skills.
- Excellent written and verbal communication.
- Must work well individually and as part of a team.
- Exposure to Microsoft SQL Server (client server configuration installation, troubleshooting) is advantageous but not essential.

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

**Salary**: £24,000.00-£28,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Employee discount
- Life insurance
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- Technical support: 1 year (preferred)
- Microsoft SQL Server: 1 year (preferred)
- Advanced MS Windows: 1 year (preferred)

Work Location: In person

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