Technical Support Manager

Profile Resourcing Limited
01 Feb 2018
18 Feb 2018
Contract Type
Full Time
Technical Manager £24-28k DOE

Our client prides themselves on offering an exemplary level of customer service and Technical support to their customers. Because of this, they are recruiting for a Technical Manager to head up this area of the business, managing all of our their internal and external technical support requirements.

This is an ideal opportunity for a technical support technician to advance their career to the next level and help establish this new department within the business.

The job will involve:
• Offering pre-arranged and adhoc technical support for customers (by phone, email, chat, remote log in or on client’s site) on:
o Purchased and rental ID Card printers
o Card management software
o Card Readers
o Print and copy equipment
• Ensuring internal systems are kept up-to-date with full details of support plans and support given
• Creation and maintenance of online support directory
• Internal PC and phone support / upgrades
• Internal website development and maintenance/upgrades
• Support internal cloud based systems and liaise with external suppliers
• Assist with API and system developments
• Assist with development of main product database
• Printing bureau support
• Investigate and setup new technical solutions
• Work on CRM developments
• Setup new PCs as and when required

The ideal candidate will demonstrate:
• The ability to manage their own workload
• Keeping up to date with new technologies and advancements
• A methodical approach and strong troubleshooting skills
• An understanding of when to elevate an issue to manufacturer or supplier
• The ability to manage the relationship with the customer
• Be innovative and suggest system improvements and enhancements to network/systems

Essential Skills
• Minimum 1-2 years IT support experience
• Good telephone manner
• Enthusiastic attitude to problem solving
• Excellent communication skills
• Customer service focussed
• Organised approach to tasks

Desirable Skills
• Microsoft Exchange
• Microsoft Office 365
• Mac OSX
• Linux
• Backup Solutions
• Plastic card printers - Magicard, Evolis, Datacard, Zebra, IDP Smart etc...
• Card Management software; CardExchange, CardPresso, EasyBadge, ID Works etc...

In return, you will receive a salary of between £24,000-£28,000 depending on experience and 28 days holiday (including bank holidays). Plus:

• Quarterly performance bonus*
• Discount vouchers for online and high street retailers including cinema and restaurants*
• Cash health plan*
• Company pension*
*upon successful completion of probationary period - 3 months

Hours of work are Monday to Friday 9am – 5.30pm. Due to the nature of the role, you will be required to offer out of hours technical support to our customers and this time will be given back in lieu

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