Provide remote technical and application problem resolution and escalation assistance related to products. Diagnose, troubleshoot, and repair computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.
Lead support team – organise tasks and supervise.
Gain and maintain knowledge of assigned customers' technical and business environment. Document and verify reported problems.
Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.
Provide effective and consistent communication to management and peers in support of customers.
Take ownership for front line service and support to internal and external customers.
2-5 Years experience in leading a support team.
Knowledge of MS Access, MS Excel and MS Word.
Strong knowledge of SQL.
Support level knowledge of Windows OS’s.
Experience of testing and releasing new systems, bug fixes and system upgrades.
Understanding of PCs, Networks, OS platforms, databases, and software applications.
Strong customer service and teamwork skills. Professional demeanour to maintain and enhance customer relationships. Good telephone manner and verbal communication skills.
Diploma or further third level qualification in I.T. or computer related discipline.
Experience of using remote access software.
Experience supporting Bluetooth devices and GPRS / 4G enabled devices.
Experience in working with Android, iOS, WinCE and / or Windows Mobile handheld computers.
Experience in setup of Routers / Firewalls / networking.
Experience of Thermal Printers.
2-5 years relevant work experience supporting customers in a technical environment preferred OR commensurate college-level coursework, or a combination of both.
Travel, after-hours, and / or on-call work will be required. Shift flexibility and ability to pass a background check may also be required.
Full clean driving licence.