The LMS Group is growing fast and expanding into new ; Our philosophy is to promote from within to provide the right individuals with the opportunity to grow with the Company. Overview:
The role of the Support Technician is to take responsibility and ownership for the day-to-day technical support enquires provided by clients until support enquires are dealt with and completed, appropriately and swiftly in line with SLA’s.
This includes ensuring all processes, policies and procedures are followed.
The Support Technician is also required to seek any client upsell opportunities where appropriate and report these to the Business Development Manager. Responsibilities and duties:
- To manage the IT of various clients including both troubleshooting and project work.
Work is carried out remotely.
- Provide helpdesk support, to support users remotely.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles and company policies.
- To take ownership of client technical problems and be pro-active when dealing with client issues.
- To log all calls, emails and work carried out on AutoTask.
- Respond to enquiries from clients in a timely manner and help them resolve any hardware and software problems.
- Support clients in the use of computer equipment by providing necessary training and advice when required.
- To escalate more complex calls to the relevant IT Support member.
- To notify relevant colleagues to arrange for external technical support with software vendors when problems cannot be resolved in house.
- To act straightaway on critical issues that are flagged through the monitoring platform.
- Update client configuration files when required.
- Be responsible for client system back-ups and data integrity.
- Ensure technical queries from clients and ensuring all such queries and handled in line with Service Level Agreements.
- Liaising with colleagues
This is not an exhaustive list of all duties however it is intended to indicate the main areas of activity.
The post holder may be required to carry out other similar tasks, as directed by his or her line manager. Desired skills and qualities:
- Self-motivated and proactive.
- Excellent communication skills, including a confident telephone manner
- Be personable, enthusiastic, have a positive attitude, and be capable of providing excellent support to our staff
- Good problem solving abilities
- Have a passion for technology
- 5 GCSE’s, grades A*-C/9-4 or equivalent (including English Language and Maths)
Your performance will be evaluated against a set of Key Performance Indicators (KPI’s), which will be agreed with you periodically and based on the company strategy. Working week:
Monday-Friday, 8:30am-5:30pm, 40 hours a week. Important Information:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.