Senior Technical Specialist

Harvard Associates Ltd
08 Mar 2018
15 Apr 2018
Contract Type
Full Time
Senior Technical Specialist
Based: Telford
Salary up to £28,000

"An opportunity to join a fun, successful and growing team and to be part of its continued success in winning and delivering varied software projects with interesting and engaged clients."

Job Purpose of Senior Technical Specialist:

To provide 2nd Line software and infrastructure support to both internal and external customers.

Responsibilities of Senior Technical Specialist:

• Responsible for the provision of technical support, including installations, to Multi Value customers and HD-IT customers, to ensure issues are resolved within defined SLAs.
• Responsible for the installation, support and training of 3rd party tools including but not limited to Informer, Mercury and Atlassian
• To ensure accurate records of customer issues are logged. Provide daily MI to show the performance against published SLA’s.
• Build and maintaining an effective and beneficial relationship with our Multi Value relationship managers, key administration contacts and customers.
• Ensure that procedures are in place to ensure system generated alerts are acted upon and in a manner which reflects the severity of the alert.
• To be responsible for handling complaints from our Multi Value / HD-IT customers and escalate where appropriate.
• Undertake training with team members and customers.
• Provide technical support for the company network and infrastructure, to include hosted websites.

Essential experience of Senior Technical Specialist:

• Experience providing 2nd Line technical support.
• Experience with Informer, Mercury or Atlassian would be beneficial, although not essential.
• Strong communication/customer facing skills.
• Full Drivers License

Similar jobs

Similar jobs