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Technical Support Engineer - Paisley (PA1)- 9639

Apply today for the opportunity to undertake an amazing apprenticeship and learn different aspects of software and development. Apply now%21 You will be working for...My client is an award-winning, employee-owned software provider based in Paisley. They help organisations to reduce the time and cost of producing correspondence by using information and mobile workflow, speech recognition and digital dictation applications.Voice Technologies is a specialist provider of hardware and software solutions to health care, professional service, and local government organisations and their service desk support over 30,000 individual end users. They are looking for someone for their service desk who is passionate about IT, has strong communication skills and are looking for a long term and rewarding career.

Key Responsibilities:

  • Logging support calls received via email and telephone into CRM
  • Responding to and resolving support calls in respect to SLA’s
  • Follow set-out escalation process where applicable
  • Communicate well with both internal & external parties
  • Log and maintain any ongoing site issues in Customer Issues Log
  • Maintain relationships with customers
  • Available for rotation of 8am-4pm shifts to carry out health checks of customers servers
  • Maintenance of Customer’s Server sheets as account / configuration details change
  • Testing applications released from Development team
  • Identify opportunities of how we can further help customers and share with wider team
  • Support Sales Team by creating proposals for smaller items e.g. Hardware and Templates
  • Support Projects Team with onsite support and installations when required
  • Support of Hardware Engineer by logging and encrypting devices as required
  • Knowledge sharing with colleagues

Required Skills:

  • Understanding of SQL queries
  • Experience with Office & Office365
  • Understanding of IIS
  • Understanding of basic desktop support
  • An understanding of peripheral device connections e.g. USBCompetencies
  • Effective communication skills
  • Technically mindedDiligent in work Committed / take ownership
  • Understanding of troubleshooting process
  • A drivers’ license is preferred and if not, a commitment to obtaining your license within 3-months of starting relationships
  • The individual will report to the Service Desk Manager
  • Staff will be expected to communicate heavily with:- Projects Team when escalating a case for further help & advice
  • Administration team who will manage the phone lines and pass calls through
  • Sales team when passing on sales requests that may need further input
  • Development team for reporting on bugs found and testing on new releases
  • IT staff of customers Customer Communication is key.
  • The individual must make sure the customer is aware of progress of a case with regular updates.

Additional Information:

  • Monday to Friday 9am - 5pm
  • GBP 10,000 per year
  • Use of company car when going to client visits/installations
  • Employee owned company so employees are rewarded when the company does well

Future Career Progression: 2nd line support and further progression within specific areas of IT

Important Information

QA’s apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce. For more information about QA Apprenticeships, please visit our website. Note: This advert may close early if a suitable candidate is found before the advertised close date is reached.

Technical Support Engineer - Paisley (PA1)- 9639

Apprenticeships, Advanced Apprenticeship

Published on 2 Jun 2020

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