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Support Technician

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  • Posted By: First Option Recruitment Limited - Basingstoke
  • Date Posted: 1st Apr 2009
  • Salary: Up to £24,000 including shift allowance
  • Location: Basingstoke (RG24 8WH)
  • Reference Code: 9532
  • Views Since Posting: 180
  • Full Description:


24x7 Shift Cover
Midweek - 8 hours / weekend - 12 hours

Transport Essential

The role is office based and constitues being a member of this Service Desk Team providing 1st and 2nd line support. It will require the following.

Monitoring exceptions from various allerting systems, and logging calls for progression of the issues.
Monitoring e-mails from Customer and logging calls for progression of the issues.
Allocating of calls logged to 2nd line support for progression as appropriate
Taking telephone calls, obtaining relevant supporting information, and logging a call. (The call could be logged by anyone from a ship floor user to a Director, so confidence in liaising with all levels of staff is essential)
Progressing and closing calls where skills allow.
Performing various admin tasks in support of service delivery. These could include SLA statistics and reports, weekly/monthly call perforance reports etc
Apply diagnostic utilities to aid in troubleshooting and resolve issues where approriate.
Perform hands-on fixes and firmware upgrades as appropriate within skills knowledge.
Perform operational and performance tuning as appropriate within skills knowledge
Develop help sheets and frequently asked questions lists for use inernally and within the Customer base.
Performing in-house technical tasks where skills support these.

Knowledge and experience in a minimu of three of the following would be required:

Help Desk Systems
Windows or Unix Server Management
Network Management, including Active Directory
Database Management, ie Oracle/SQL Server
EDI Management
ERP Management
Hardware Support and liaison with 3rd party providers
Windows scripting

Opportunity to progress to Technical Specialist

Shift pattern:

Week1
M-F Night Shift 23.00 - 07.00 Weekend, Night Shift 19.00 - 07.00
Week2
M-F No work, recovery period. Weekend, Day Shift 07.00 - 19.00
Week3
M-F - Morning Shift - 07.00 - 15.00. Weekend , No Work
Week4
M-F - Evening Shift - 15.00 - 23.00. Weekend, No work





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