2nd Line Technical Support

5 months ago

Cirencester, United Kingdom FleetCheck Ltd Full time

**About FleetCheck**

At FleetCheck we believe that everyone has the right to be safe on the roads and we are all about making a difference to road safety.

Our business is all about serving others, focused on a common good and we get there through consideration and respect for each other. Our customers trust us to deliver excellence. They trust us because they experience outstanding software provided by people who are dependable and prepared to go that extra mile.

This is a growing business, and we need people who are open to new opportunities and experiences, ready to learn new things and help drive the business forward. The enthusiasm, honesty, and openness here is infectious and it helps us hit problems head on and be determined to find the best solutions.

**General Overview**

Working within agreed procedures to provide the highest level of IT workflow and support. Specifically focussed on tasks associated with software administration to facilitate; exceptional client/user experience, product excellence, and an ongoing culture of client retention.

**Responsibilities**

The role of the 2nd line Technical Support is to take ownership for specific tasks as defined below:

- Working together with colleagues to facilitate the effective processing of client requests submitted to FleetCheck’s support facility, including:

- Monitoring incoming escalated support tickets through a ticket management system;
- Editing and creating reports in response to clients’ requests;
- Editing and creating data imports;
- Clarification of requirements, as necessary;
- Verification of solution and confirmation to colleague(s) and/or clients(s):

- Ensure IT assets are checked in line with our ISO 27001 standards:

- Ensure all IT hardware issues are rectified, and new starter equipment is correctly set up.
- Collate and provide data to line manager for KPI reporting as defined.

**Experience - Required**
- One to two years’ experience in a similar role;
- Good understanding on how to interact with a database through the use of SQL or other similar language;
- Reasonable knowledge/understanding of general office systems and procedures;
- IT/web/programming/database management knowledge;
- A sound general level of academic education with a minimum of 5 GCSEs, which must include English and Mathematics;
- Good knowledge of Microsoft Office, especially Excel;
- Strong data literacy.

**Experience - Desired**
- Some knowledge of fleet administration or other similar area of work;
- Experience of working in a client service or contact centre role.

**Rewards and additional information**
- Base salary will be in the region of £30,000 - £33,000 per annum.
- The normal contractual working week is 37.5 hours; a standard day is 7.5 hours.
- The work pattern is fixed hours of 9.00am to 5.00pm with 0.5 hour lunch break.
- The annual holiday entitlement based on the above working pattern is 25 days - rising to 28 days with length of service.
- An additional day holiday, per month as designated by the line manager (FleetCheck Friday), pro rata entitlement for part time employees.
- Contributory pension.
- Staff are able to work in a hybrid pattern with 3 days in the office each week, if agreed with their line manager.
- Other benefits include - staff/team functions, including Summer & Winter events, monthly charity cake bakes, monthly staff meetings, annual appraisals, access to Employee Assistance Program (EAP), Mental Health First Aiders, free parking.

FleetCheck are proud to be a Disability Confident Employer and a Living Wage Employer.
- **Note that the FleetCheck offices are not serviced by public transport, and you will need a car in order to work here.**_

**Employee Promise**

FleetCheck is all about helping others, focused on a common good and we get there through consideration and respect for each other. Our clients trust us to deliver excellence. They trust us because they experience outstanding software and people who are dependable and prepared to go that extra mile when it is needed.

We are a growing business, and we need people who are open to new opportunities and experiences, ready to learn new things and help drive the business forward. The enthusiasm, honesty, and openness here is infectious and it helps us solve problems head on and be determined to find solutions, helping our customers, and improving our products.

Excellent client experience is our goal, and we need people who will do what they say, deliver on their promises and look for ways to surprise or even delight with the unexpected. If you yearn for a sense of togetherness, mutual respect, and loyalty, and will work hard as part of a community to foster a deep collaborative approach, we are the place for you.

**Privacy Notice**

**What information do we collect?**

FleetCheck collects and processes a range of information supplied by you. This may include:

- Details of your qualifications, skills, experience, and employment history, including star

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