Our client is searching for a Desktop Support Technician to provide 1st / 2nd line support for all technical matters. You will be responsible for answering external customer enquiries by phone and e-mail, providing technical support to customers, updating customers on the progress of issues and owning such issues until resolution.
Team members are required to share the responsibility of providing support between 9am and 6pm Monday to Saturday with the possibility of this extending to include Sundays in the future by working varied shifts in accordance with the rota.
It is a crucial role in developing a good relationship between IT and our Business.

The role requires excellent organisational and communication skills, the ability to cope well under pressure, and the ability to manage a complex and varied workload.

Responsibilities

 Assist clients with the ongoing usability of our software.
 Work with 3rd party support contacts to resolve technical/software problems.
 Manage and maintain daily/weekly issues/tickets.
 Troubleshoot and diagnose Transactional issues which run through out platform.
 Manage incidents through to resolution, and ensure regular communications to the Business regarding major incidents.
 Troubleshoot and diagnose communication issues between clients and our platform.
 Maintain support documentation.
 Maintain a very high standard of professionalism, regarding reliability and punctuality.
 Filter and communicate issues to developers

Useful Technologies

DNS, JAVA, SQL, ORACLE DB, UNIX/LINUX

Salary £23k – £25k