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Technical Support Specialist

2 months ago

Walsall, Walsall, United Kingdom Crimson Full time

Job Summary:

Crimson is seeking a highly skilled Technical Support Specialist to join our team. As a key member of our technical support team, you will be responsible for providing comprehensive support for the technical installations and configurations of new stores, including the setup of infrastructure such as switch configuration, AP installations, VoIP systems, Staff Guard, HHT, and back-office devices.

Key Responsibilities:

  • Technical Support and Installations: Provide comprehensive support for the technical installations and configurations of new stores, including the setup of infrastructure such as switch configuration, AP installations, VoIP systems, Staff Guard, HHT, and back-office devices.
  • Pre-Opening Store Checks: Visit new stores prior to opening to ensure all technology is fully installed and operational.
  • Incident Management: Identify, diagnose, and resolve incidents before stores go live, ensuring a smooth opening.
  • Site Visits: Visit the client site or supplier sites as required to assist with resolving support issues.
  • Documentation: Document solutions and maintain up-to-date support documentation for the BAU team.
  • Project Collaboration: Work with project teams to integrate new solutions into the support framework for stores.
  • Third-Party Coordination: Collaborate with third-party vendors to ensure new store openings are timely and meet quality standards, including logging and managing incidents through to resolution within agreed SLAs.
  • End User Training: Provide IT training to store staff as necessary.
  • Internal Collaboration: Liaise with internal teams to assist with resolving issues and addressing business challenges.
  • Root Cause Analysis: Conduct root cause analysis for recurring issues and provide recommendations for reducing support calls.
  • Service Improvement: Suggest improvements for support services.
  • Technology Management: Support the installation or removal of technology equipment, ensuring accurate recording of all store-related technology stock movements.

Requirements:

  • Ability to drive and hold a valid driver's license.
  • Company vehicle will be provided for travel.