IT Technical Support Executive
Job Type : Permanent, Full Time
Salary : £25000 – £30000/annum
Technical Support Executive
Our client is a Software house supplying an industry leading ERP solution into a large and rapidly growing sector. They are well established and have, through the ongoing addition of features and due to the targeted area of their customer base, enjoyed significant growth.
The software offers a unique, cloud based, end to end solution for their clients, front end, EPOS, ecommerce, stock management, analytics and full accounting capability. Due to a major acquisition by one of their largest customers, they’re about to undergo significant growth and, in support of this they seek to appoint another three Technical support professionals to the team.
They’re an employer of choice – they offer full support, training and development and, with the ongoing growth, the opportunity for someone to grow and to develop their career within the company is assured. If you have proven experience in customer service, genuine interest and experience in IT, we’d like to hear from you. Also, if you have any experience of implementing IT systems within accountancy, this would be of great interest.
The role:
As Technical Support Executive, you will be a key member of the support team, fulfilling support duties to ensure systems are kept operational, up to standard and customer expectations are managed. You will undertake network installations, server administration and remote support covering all elements of the customer’s IT function including infrastructure, networking, email support etc. Ideally you will be near the office, in Monmouth, and able to work in the office for 2 or 3 days per week but they’re flexible.
Key Responsibilities:
* Deliver exceptional customer service when dealing with all enquiries, diagnosing and resolving problems in a timely and professional manner using phone, video and email.
* Ensure accurate record keeping for all support calls and customer communications
* Maintain customer relationships, improving response and delivery times.
* Proactively identify and escalate support incidents, faults and enhancements to senior support team or team leader if necessary.
* Involved in the issue process to update customers servers to the latest software.
Key Skills/experience:
Any or all of the following will be of interest –
* Superb customer service skills – being able to articulate what excellence looks like
* A sound understanding of Windows (XP through to Win10)
* Networking Knowledge – understanding of TCP/IP, routing, LAN and WAN, VPNs
* Experience of CSV based data, FTP principles and Excel
* Having used a call logging system ITIL or knowledge of support processes
* Experience of Magento, Shopify or admin of another online ecommerce platform
* Experience of being involved in projects
* Inhouse experience of ERP systems, including the accounting element
* Diagnosing and solving software faults
Overall, they seek a motivated team player with the right attitude so if you’re bright and keen to learn, have a passion for IT, please make an application.
They support and develop their staff and have created a great atmosphere in which the right person will develop their responsibility, skill sets and career.
If you are interested in this role, please apply online or contact Camilla Clark of Rockfield Specialist Recruitment
More Information
- Address Monmouth, Monmouthshire
