Tier 1 - 2 Tech Support

5 months ago

Ellesmere Port, United Kingdom Ellab UK Limited Full time

Ellab AS Group is based in Denmark with over 800 employees across 14 different countries and 25 offices. We provide world leading validation, monitoring and calibration solutions and services as well as GMP consulting services across the globe. The Head Quarters of Ellab UK is based in Ellesmere Port and is currently going through a significant period of growth.

**Job Profile**:
Technical support are the first and direct link between Ellab and our customers, present past and new. They provide support in times of technical difficulty.

They are the first line in promoting the Ellab brand.

The best tech support are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills.

**Key Tasks**
- To supervise and lead the Technical Support Technicians on your shift, ensuring case load is responded to and resolved on a timely basis.
- To manage and monitor for the highest levels of service the Remote Installation and Configuration service, ensuring systems are completed professionally and in a timely manner.
- Occasional on-site visits to support customers.
- Occasional on-site visits supporting our sales team.
- Providing front line telephone support for Ellab products. (Valsuite, Calsuite EMS, EM Suite
- Monitoring of Support inboxes, logging and creating cases within ERP system and triaging to support technicians as required.
- To undertake remote installation and configuration projects, working closely with the Global sales representatives and end customer to ensure a “right first time” installation of system software and configuration of hardware.
- To undertake occasional commissioning work on-site possibly an overnight visit, or remotely in the office.
- To ensure any deficiencies in product performance or documentation is brought to the attention of the relevant personnel.
- To document all calls resolution for the knowledge base system.
- To take part in the ‘Out of Hours’ support rota
- Product validation testing. IQ & OQ EMS, EMSuite, ValSuite
- Assist with product training, both internally and externally, for Ellab Software solutions.

**Skills Required**:
To ensure success in Technical support, you should have excellent attention to detail and the ability to understand complex client requests.
- 2 years’ experience in a technical support leader role.
- A good understanding of common IT hardware systems and networks.
- A good understanding of PC software and common operating systems.
- Experience
- Experience configuring Electronics hardware.
- The ability to be able to work independently and unsupervised.
- The ability to provide support and guidance to the Technical Support Technicians
- Able to work under pressure with changing priorities.
- To be able to keep detailed and accurate records.
- Methodical and questioning approach to solving issues.
- Strong communication skills and ability to explain in layperson’s terms.
- 2 Years’ experience of LAN & WAN network infrastructure fault finding.
- Professional ICT skills in using and maintaining Microsoft Office packages.
- 2 years’ experience maintaining, and querying SQL databases.
- Driving License.

**Desirable skills**
- Sound understanding of network/infrastructure and firewall, proxy and WAF behaviors; internet operation, the internet protocol suite (TCP/IP) and HTTP protocol
- Electronics wiring and testing.

**Success criteria**:

- Number of first-time support cases solved.
- The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
- Maximizing gross profit by ensuring “right first time”.

**Travel**:
Occasional UK travel may be required.

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

**Salary**: Up to £30,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Gym membership
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
- Store discount

Schedule:

- Day shift
- Monday to Friday

Work Location: In person

Reference ID: AP73/MSB

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