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Technical Support Specialist (Software)

Job Ref: PB719 21/11

Permanent

£37,000

Berkshire

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Role Summary

• Primarily a field based software support role with frequent time spent within South-East office locations

Working Relationships

• UK – Project Managers, Service Managers, Technical Lead

• PT – Service, Software Development, Engineering

• Availability to travel within UK on a continuous basis

• Availability to travel outside UK occasionally

Essential Software skills

• 5 years+ experience working in an Application\Software Support Environment.

• Experience working with Windows Operating Systems, including XP, Win 7, Win 8, Windows Server 2012 and be able to configure PCs and Servers Diagnose and troubleshoot errors.

• Strong analytical skills to carry out root cause analysis on bespoke applications or MS Operating Systems.

• Remote support experience, preferably VNC

• Complex troubleshooting skills is an advantage.

• Microsoft SQL Server Experience with Transact - SQL.

• Networking Experience, as minimum CompTIA N+ level or similar.

•String MS Office skills, including Word and Excel.

Hardware skills

• Willing to be ‘hands on’ and with experience of diagnosing hardware faults.

• Be able to build and troubleshoot desktop computers and peripherals.

• Working knowledge of networking infrastructure, cabling, electrical schematics and electromechanical equipment.

• Experience in electrical and electromechanical testing.

• Eligible to work in the UK with full driving license and geographically mobile.

• Must be comfortable operating independently within customer environments.

• Must be self-motivated.

• Have a passion for excellence.

Desirable

• Relevant experience of working in Aviation, Government, Security or similar environments.

• Windows Server building experience is an advantage

• Knowledge of biometric technologies \ equipment is an advantage

• Awareness and understanding of ITIL processes

Must be clearable to UK Government Security Clearance (SC) level.

Key Responsibilities

• Reporting to a Service Delivery Manager closely liaising with a Technical Lead, analysing incidents and investigating root cause of problems. Present findings via incident reports.

• Routine system maintenance and server checks to ensure system is in correct working order and applying software fixes and updates.

• Testing and configuration of new systems either OS or bespoke Vision Box equipment.

• Completion and ongoing management of technical documentation.

• Identifying faults both remotely and at sites.

• Responding to incidents, supporting Level 1 and Level 2 engineers, performing break/fix activities after escalations from sites.

• Liaising with customers on site, via telephone or remotely and proactively communicating with UK and Head Office Teams, escalating issues and identifying areas where service can be improved.

• Analysis of system performance.

• Responsible for compliance with company policies including Health and Safety, Vehicle use, Expenses etc.

Interpersonal Skills

• Ability to work under pressure and be able to priorities and focus with clear problem solving.

• Must be comfortable operating alone either in an office or within customer environment or working within a small team.

• Must have excellent time management and organisational skills, able to communicate well to customers and be comfortable liaising with other colleagues overseas.

• Well presented.

• Experience of working in an international culture and in an ITIL service environment an advantage.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Role Summary

 

 

 

 

 

 

 

Primarily a field based software support role with frequent time

 

 

 

 

spent within South-East office locations

 

 

 

 

 

Working Relationships

 

 

 

 

 

 

 

UK – Project Managers, Service Managers, Technical Lead

 

 

 

PT – Service, Software Development, Engineering

 

 

 

Availability to travel within UK on a continuous basis

 

 

 

Availability to travel outside UK occasionally

 

 

 

 

 

 

 

Essential

 

 

Software skills

 

 

 

 

 

• 5 years+ experience working in an Application\Software

 

 

 

 

Support Environment.

 

 

 

 

 

• Experience working with Windows Operating Systems,

 

 

 

 

including XP, Win 7, Win 8, Windows Server 2012 and be

 

 

 

 

able to configure PCs and Servers Diagnose and

 

 

 

 

troubleshoot errors.

 

 

 

 

 

• Strong analytical skills to carry out root cause analysis on

 

 

 

 

bespoke applications or MS Operating Systems.

 

 

 

 

• Remote support experience, preferably VNC

 

 

 

 

• Complex troubleshooting skills is an advantage.

 

 

 

 

• Microsoft SQL Server Experience with Transact - SQL.

 

 

 

 

• Networking Experience, as minimum CompTIA N+ level or

 

 

 

 

similar.

 

 

  • •String MS Office skills, including Word and Excel.

     

Hardware skills

  • Willing to be ‘hands on’ and with experience of diagnosing hardware faults.

  • Be able to build and troubleshoot desktop computers and peripherals.

  • Working knowledge of networking infrastructure, cabling, electrical schematics and electromechanical equipment.

  • Experience in electrical and electromechanical testing.

  • Eligible to work in the UK with full driving license and geographically mobile.

  • Must be comfortable operating independently within customer environments.

  • Must be self-motivated.

  • Have a passion for excellence.

Desirable

  • Relevant experience of working in Aviation, Government, Security or similar environments.

  • Windows Server building experience is an advantage

  • Knowledge of biometric technologies \ equipment is an advantage

  • Awareness and understanding of ITIL processes

     

Must be clearable to UK Government Security Clearance (SC) level.

 

Key Responsibilities

  • Reporting to a Service Delivery Manager closely liaising with a Technical Lead, analysing incidents and investigating root cause of problems. Present findings via incident reports.

  • Routine system maintenance and server checks to ensure system is in correct working order and applying software fixes and updates.

  • Testing and configuration of new systems either OS or bespoke Vision Box equipment.

  • Completion and ongoing management of technical documentation.

  • Identifying faults both remotely and at sites.

  • Responding to incidents, supporting Level 1 and Level 2 engineers, performing break/fix activities after escalations from sites.

  • Liaising with customers on site, via telephone or remotely and proactively communicating with UK and Head Office Teams, escalating issues and identifying areas where service can be improved.

  • Analysis of system performance.

  • Responsible for compliance with company policies including Health and Safety, Vehicle use, Expenses etc.

Interpersonal Skills

  • Ability to work under pressure and be able to priorities and focus with clear problem solving.

  • Must be comfortable operating alone either in an office or within customer environment or working within a small team.

  • Must have excellent time management and organisational skills, able to communicate well to customers and be comfortable liaising with other colleagues overseas.

  • Well presented.

  • Experience of working in an international culture and in an ITIL service environment an advantage.

 

 

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