Job title: 2nd Line Technical Support

Reports to: Service Desk Manager Job Location: Rochester

Department: Support

Hours: 40 hours per week – working within a 5 day on and 2 day off shift pattern between 7am and 7pm (8 hours each shift). At present this is Monday to Friday


PART 2
OVERALL JOB PURPOSE

Adding strength to our highly capable support operation.

Acting as an escalation point & supporting our 1st line team with all incoming support from our existing client base via telephone, email & web.

Managing Service Level Agreements and customer expectations during the progression of all calls assigned to Advisor.

Working with our customer service advisors to improve processes and the level of service we offer to our customers


PART 3
PRINCIPAL ACTIVITIES

• Logging calls in support database and assigning a priority level and service level agreement and managing customer expectation on time of resolution

• Problem solving support issues using own knowledge and support libraries

• To escalate and track escalated calls to higher level of support organisation if answer is unknown or SLA is in danger of breach

• Arranging engineers to attend site with correct documentation

• Carrying out Risk Assessments and Method Statements where needed

• Carry out quality testing of new software releases, following development guidelines.

• Participating in handover meetings from installation teams following installation of new systems

• Where required visit customer sites to resolve support calls and assist in Go Live days for new systems

• Supervise 1st Line Technical Advisors workload

• Mentor 1st Line Technical Advisors in Uniware process and procedures.

• Assist projects team at site with installations during busy periods


PART 4
ESSENTIAL EDUCATION/ SKILLS REQUIRED

Essential skills

• Previous experience working on a busy IT or systems helpdesk \ service desk
• Previous experience working with Epos or payment systems
• Experience dealing with case priorities and SLA’s
• Experience working on a call \ case logging system such as Salesforce
• A good knowledge of Microsoft desktop operating systems
• A good working knowledge of Microsoft desktop applications (Word, Outlook, Excel)
• Ability to monitor, control and undertake a variety of tasks simultaneously
• Ability to work unsupervised and prioritise work – self-motivated
• Knowledge of Computer and Networking technologies.
• Experience of remote support products, VNC, remote desktop etc.
• Experience in mentoring other staff
• Attention to detail
• Good written and spoken communication skills
• Good inter-personal skills
• To contribute to department planning as and when required

Desirable skills

• Knowledge of retail or hospitality industry requirements, and other services and products.
• Epos experience
• ITIL certified
• Formal IT qualifications (GCSE, A-Level Information Technology or similar)
• Any Microsoft certifications
• Any database or SQL experience

This Job Description describes key areas of the post but is not exhaustive. The Job Description is subject to review and amendment in line with the needs of the business.
Due to the nature of our business and customers we carry out vetting and any un-spent criminal records must be declared.