Implementation and Support Technician

Posted 25 January by Simple Ending soon
Our client on in Westfield, Radstock is looking for an Implementation and Support Technician to join their busy team.

Key Responsibilities
Project implementation
The company uses a project management approach to implementing major customer orders, which usually involve the supply of hardware, configuration and remote installation of software, system testing and customer training. A range of technical issues usually arise during project implementation which require a structured approach to problem solving.
The I&ST will work on the implementation of a range of projects. This involves:
*Testing and firmware flashing clocking terminals
*Acting as first line support/dispatch answering the support line and either addressing
the issue or scoping it and creating a ticket for others.
*Awareness of project documentation including project plans.
*Liaising with customers to obtain further details of customer requirements and their IT environment.
*Working with others on the configuration of software packages to meet customer requirements.
*Learning how to remotely install software packages on customer sites.
*Developing a knowledge of how to test systems and resolve problems.
*Contributing to customer training usually on-line but from time-to-time at customer sites.

Projects may include upgrading existing software to newer versions, relocating software involving a re-installation process.
Providing a comprehensive customer support service
The company provides a Technical Help Desk support service to its customers covering a wide range of issues on current and legacy products. This requires a structured approach to problem solving to identify the real issue to be solved and to implement a solution. Diagnosis is aided by using a range of technical information including technical Knowledge Bases. Many support activities are carried out by remote access to systems installed on customer sites.

Providing technical support for sales activities
This can include, for example, testing the functionality of software to establish whether customer requirements can be achieved.

Management of materials
*Unpacking and booking-in goods received
*Inspecting and/or testing goods received according to agreed procedures.
*Maintaining stock records for items held in stock.
*Preparing Return Notes and despatch of returned goods to suppliers.

Maintaining a quality standard
Maintaining a high level of quality in all aspects of the job. Following company procedures where they have been formalised.

Working with customers

Working with customers requires a degree of tact and diplomacy in order:
*to help and resolve problems when providing support or
*to elicit customer help and cooperation in obtaining information or
*to provide customer training either remotely or on site.

A polite and considerate standard of behaviour is needed in all contact with customers and competitors. Nothing should be said or done which may reflect adversely on the company.
*A working knowledge of IP networks and IP addressing
*A keen interest in a range of IT activities
*Understanding and experience in customer support

Essential Requirements for this role:
*Education to GCSE level with a minimum of 5 passes at grade C or above including Maths and English
*Education to degree level in a Science or IT subject
*Willingness to use the telephone with an easy and comfortable manner
*Knowledge and experience of installing software packages and software upgrades, ideally using remote access methods.

*Thoroughness and reliability - candidate to give examples
*People skills to enable good interaction with customers
*Time management and organisational skills
*Personality to be able to give a structured training session to customers
*Self-reliance and self-motivation - candidate to give examples
*Able to be reasonably flexible on working hours to be able to deal with customer breakdown situations
*Full driving licence

Desirable requirements for this role:

*GCSE at grade B or above in a Science or IT subject
*Education to GCE 'A' level or an equivalent technical qualification
*Knowledge and experience of IT infrastructure such as PCs, servers, TCP/IP networks, routers and firewalls, etc.
*Knowledge and experience of installing SQL packages, ideally using remote access methods.
*Experience of configuration of parameterised software packages to meet customer requirements.
*Basic knowledge and experience of programming software using simple programming techniques, e.g. using the Visual Basic language.
*Experience of diagnosing the cause of software and hardware faults using a structured approach.
*Basic mechanical and electrical knowledge to be able to deal with relevant hardware issues.
*Experience of providing structured training to individuals and groups on software use.
*Interest in some activity that demonstrates technical interest of an IT, electronic, electrical or mechanical nature
*Some sporting interest on an individual or team basis that helps to maintain physical fitness
*Some sort of social activity with a club or society that demonstrates commitment
*Able to show commitment to the company's objectives
*Lives within a 30-40-minute commuting distance of BA3
*Clean driving licence and accident-free driving record

This is a full time permanent role with an excellent salary for the right candidate.

If you feel you have the required skills and experience and would like to be considered for this role please send your current CV or call Bee for more information.

Simple Recruitment (South West) Ltd is acting as an Employment Agency where this vacancy is concerned.

Reference: 34321441

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