Role: 1st Line Support Technician
Location: Reading, United Kingdom
Status: Full Time
Work Experience: 2+ years
Salary: £21k to £24k (based on experience)
About the Company
For more than 35 years, we have been crafting innovative software that moves the rental industry forward. In that time, we’ve grown from serving one store (our own) to more than 5,000 businesses worldwide, including several of the world’s top brands. We’re proud of our legacy of innovation, but we’re inspired by a future of solving problems. Whether it’s our world-renowned customer service, award-winning software development, helpful sales squad, knowledgeable training staff, or the rest of our enthusiastic and committed team, we tackle the problems that face our customers and our company to benefit the world. Yes, we’re basically a bunch of superheroes, but you won’t need to wear tights to work here!
Job Description
The 1st Line Support Technician will be responsible for providing our customers with support on our specialist hire/rental software (Syrinx). The candidate will have had prior business/application support experience supporting external customers and preferably exposure to some of the technologies involved with the software (listed in key skills), with an emphasis on SQL server/database admin, server and client O/S, basic network troubleshooting and IIS.
We value our people and provide opportunities for career progression, and so there is also the possibility for the successful candidate to evolve into a 2nd line technical position as they become an expert in the intricacies of our software and the hire/rental industry.
Duties/Performance:
- Providing telephone and email support to external customers and colleagues, providing an excellent level of service
- Logging, prioritising and acting on calls via the Point of Rental Software CRM system
- Ensuring that the Point of Rental Software CRM system is updated in a timely manner so that the status of logged calls can be monitored and problem reporting can be done effectively.
- Ensuring that all daily tasks are carried out according to the agree procedures and within SLA’s
- Identifying trends and critical issues and escalating them to other team members or management, as required
- To be proactive in identifying areas for improvement and bringing these ideas to the attention of the relevant people and to assist in the development of the Service Desk procedures and knowledge base
- Documenting software features and business processes for use as knowledge base articles or customer fact sheets
- Participating in the testing of new releases of Syrinx products
Key Skills:
- Experience in a 1st/2nd Line Support or Server Support role
- Windows server shares and permissions
- A successful track record in application support
- Windows networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP
- A strong knowledge of Microsoft environments and have proficient problem-solving skills
- Excellent communication and customer service is essential
- Excellent attention to detail
- Able to follow processes
- Willingness to learn and develop skills
Advantageous Skills/Knowledge of:
- SQL Server, Server 2003 and 2008; Terminal Services (RDP) and PC/client Operating Systems
- IIS
- Crystal Reports
- Basic understanding of TSQL queries
- Accounting Systems including, but not limited to, Sage Line 50, Sage 200, QuickBooks, Salesforce, Pegasus Opera, Exchequer and Access Dimensions
- Experience with mobile data devices
- Hire industry terminology and business concepts
- General business processes (accounting, purchasing, sales etc.)