A permanent position for a Data Analyst - Technical Support Technician to join a busy, vibrant Technology business, based in Newbury.
A successful international Technology company established over 50 years ago. Specialists in providing an improved consumer experience within the retail market through innovative RFID data and systems.
As Technical Support Technician, you will be responsible for providing remote assistance to clients and customers. You will provide data analysis and reporting for clients. Carry out daily tracking of data retrieved. You will also ensure correct functioning of the equipment in stores in respect of certain criteria agreed with customers and to make any remedial actions to achieve a positive resolution.
Performing Remote maintenance Intervention: connection, problem-solving, troubleshooting
Provide data analytics
Create the database and save the initial settings
Connection test with modem
Updating the database
Handling of remote maintenance requests
Customer contact in order to troubleshoot where necessary
Customer report by email and/or phone
Closing of calls in Click/ SAP according to the procedure in force
Escalate calls to the Field Service technicians if a remote fix is not possible.
Writing of monthly reports for Key Account managers and clients with maintenance contracts
Preparation of activity statistics
Maintain records of remote service history.
Degree/diploma in electronics or computer science
Experience in monitoring and control activities for software support, as well as experience in building relationships with clients in order to solve technical problems
Experience of using SAP -
Excellent written and verbal communication skills. Used to dealing with customers on a daily basis and providing consistently high levels of customer service.
Field technical maintenance experience (troubleshooting)
Good user level in Microsoft Office
Good problem solver
Has a very well organised approach and able to manage priorities.
£27,000 - £28,000
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