2nd Line Support Analyst

Concept IT
High Wycombe
17 May 2017
16 Jun 2017
Contract Type
Full Time

2nd Line Support Analyst

My client, one of the worlds' fastest growing Franchise network, is rapidly expanding their IT division. They are looking for an experienced IT Support Analyst to join their team and provide 2nd Line IT / POS support to the UK, Europe and Middle East Franchises. You will be reporting into the Helpdesk Manager and the Head of IT.

Role Responsibilities:

  • Supporting all POS hardware and store equipment (Tills, Card Machines, etc..)
  • Pro-actively establishing a Support Desk function to all customers
  • Establishing process' and systems to support this function
  • Responsible for facilitating and resolving training queries for Franchises
  • Take full responsibility for the identification of all complaints
  • Monitoring all open tickets and ensuring they reach a resolution as quickly as possible

Skills / Experience required:

  • Experience working with Retail/ePOS Software / Hardware is absolutely essential
  • Proven technical expertise from within an IT environment
  • Strong experience around analytical problem solving
  • Experience with providing remote and email support
  • Proven technical experience with MS Windows XP / 7, MS Office, Printer set-up and Configuration PC, Laptop and Network support
  • Experience with providing 2nd Line Support on Retail store systems and peripheral equipment (hardware and software)
  • This is a busy role and can feel pressurised at peak times - any experience in similar environments would be useful

Please apply online with your CV.