Our Client are a leading Energy business based in Belfast. The company currently have a requirement within Technical Support. Purpose of the Role:
* The Technical Support role is the escalation point for all system and IT support queries.
* The role will work with the Operations Manager and the system development team to maintain and monitor IT systems.
* The role will identify, process and resolve technical issues in a prompt and professional manner, escalating as and when required.
* The role is responsible for error identification and investigation in the system as well as IT maintenance.
Key Responsibilities:
* Respond to either first line support or end user, supplier portals and battery hardware queries. After identifying the issue, assist the Operations with resolution or, where necessary, escalate to third line support.
* Develop an understanding of the system and monitor system performance for faults.
* Update ticketing system and CRM system, ensuring calls have been logged and all notes, progress and required actions have been input promptly and accurately.
* Build and maintain a strong working relationship with 3rd line support and supplier customer support, whilst accurately escalating identified issues for resolution.
* Pinpoint patterns in identified issues, collate evidence and present, with potential solutions, to the relevant team for resolution or supplier escalation.
* Process employees (new starts and leavers) for IT hardware, e-mail accounts and Company applications access.
* Maintain the Company asset register, including licences to ensure all assets are onboarded, tracked and disposed of in an ordered and timely manner.
* Routine and specific issue liaison with IT 3rd party suppliers.
* Maintain, support and enhance IT services and technology solutions to meet business requirements, including routine and specific reporting.
* During office hour directly support and assist customers in issue resolution.
* Continuously improve knowledge and understanding across the various software and hardware technologies supported by the Company.
* Act as leave/sickness cover for Operations Team.
* Any other duties as determined reasonable by the Operations Manager.
Skills Required:
Essential:
* Degree level education in a STEM subject
* Previous experience within a first or second-line technical product or service focused support role.
* Good numeracy and mathematical skills
* Ability to problem solve within a technical environment.
* Able to understand basic financial data.
* Good verbal and written communication skills.
* Self-motivated, results focused and able to work on own initiative.
* Strong analytical, planning and organisational abilities
* Effective time management skills.
Desirable:
* Trouble shooting
* Fault identification
* Experience with Jira ticketing system.
* CRM experience.
* GreenTech experience.
* Some coding experience, e.g. Python, Java,
* Experience with databases/ SQL.
* Experience dealing with 3rd party suppliers and customers.
* Experience with reporting software e.g. Tableau or Power BI.
Salary:
* Up to £30,000 plus a comprehensive benefits package
Kelly Services are acting as an Employment Agency in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement. For information regarding data protection at Kelly, please visit the Kelly website and have a look into the Privacy Statement.
As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
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