Description
We are seeking a highly motivated candidate to join a dynamic company which is fast moving and fun to work in, providing customer-focused high level IT support at a 2nd line engineer level.
You will join a small support desk to deliver outstanding levels of support to our 1500+ customers. You will be dealing with inbound telephone and email cases, and exploring root cause analysis and problem resolution in a timely and efficient manner via communication and remote access to the customer.
Experience using, and an understanding of MS SQL to enable you to provide 2nd line support to the team is required. As 2nd line, you will be tasked with escalations from the 1st line team to resolve cases that require further investigation for possible escalation, and database administration and upgrading software at the customer site remotely.
Strong communication skills and a desire to deliver outstanding service are key to this role and you will have a background in a similar role. As part of the support team you will also be active in the on-call rota offering out of hours telephone support to our customers.
Main Responsibilities
- Managing escalations and supporting the 1st line support team with more complicated support cases.
- Managing case notes on our internal CRM solution.
- Communicate and escalate with other members of the team.
- Be proactive in troubleshooting and diagnosing problems.
- Provide 2nd line expertise to the team and customers on specific areas of our products such as 3rd party API links.
- Upgrading customer sites remotely.
Skills & Knowledge
- ‘Customer first’ attitude and a desire to deliver outstanding support to our customers.
- Experience using MS SQL.
- Excellent telephone manners and first-class communication skills (written and oral) with the ability to learn fast.
- High level of organisational skills.
- Software skills – excellent knowledge of Windows OS, Windows services, and networking principles (DHCP/routing/wireless 802.11).
- Troubleshooting PC-based PoS hardware, PoS Printers, and handheld devices.
- Be fluent in a range of other programs such as MS Office, and VNC (remote control software).
- Support on-call rota out of hours includes some weekends and up to 11 PM (with additional pay).
Benefits
- A full-time salary of up to £26,000 per annum depending on experience.
- 23 days holiday a year with an additional day for every year of service (starting after 2 years) up to a maximum of 30 days.
- 10% pension comprised of 5% employee contribution and a matched increase of 5% contribution from pointOne.
- Your Birthday off.
- Opportunity to enrol on the Techscheme and Cyclescheme giving you access to interest-free loans for tech and a bike and/or cycle accessories via a salary sacrifice scheme.
- 24/7 access to Health Assured’s Employee Assistance Programme to help you deal with any personal or professional problems that may be affecting your health, home or work life or general wellbeing.
- Fun away days to help you get to know the team and try out new activities.
- Invites to our annual Summer and Christmas bash as well as numerous ad-hoc socials throughout the year.
- Our offices are located just off the M4 corridor and close to the beautiful Welsh countryside with free onsite parking.
This is a fantastic opportunity for someone to join a fun and friendly team and use their skills to deliver a high level of support to our customers, with a great package. We expect our people to work hard and do the job, but not take themselves too seriously.
Application Process
There is considerable opportunity to progress your development career within pointOne. If you feel this role would suit your skills and personal interest, we look forward to hearing from you.
Please email [email protected] including an up-to-date copy of your CV and a short cover letter as to why you think you are the right person for this role.
pointOne POS Ltd is an equal opportunities employer.
