Solutions Consultant
2 weeks ago
**Responsibilities**:
Design, development and delivery of customer migration projects using Precision Bridge. This involves running customer workshops where necessary, identifying and documenting requirements, designing the migration solution, implementing and testing the migration projects working alongside customer representatives in a remote working capacity.
Triage of incoming requests to gather required information for investigation, troubleshooting and resolution;
Timely response to customer requests and prioritisation based on urgency to ensure that all requests meet the required service level;
Review and analysis of log files, reports and other information provided by customers;
Professional dialogue with customers to help troubleshoot and quickly identify the root cause of issues;
Preparation of technical environments to attempt to replicate issues where necessary;
Management of the full ticket life-cycle from submission through to resolution;
Follow-up with customers post-resolution to confirm that tickets can be closed;
Effective escalation to Precision Bridge product development team if required;
**Qualifications**:
- At least two year’s experience of working in a technical customer support role or consultancy role for an IT-related product or service;
- Technical experience of at least one ITSM vendor platform (BMC Remedy, ServiceNow, HP Service Manager, Cherwell, Ivanti etc)
- Proven ability to effectively troubleshoot and resolve technical issues in customer-facing role;
- Good A-Level or Degree in computer science, mathematics or similar;
- Able to communicate clearly and concisely in English;
**Other Requirements**
- Must be able to work from home with reliable internet connection;
- Must be eligible to work in the UK without sponsorship;
Willing to work in isolation or as part of a team;
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