Job Description
1. Purpose
* To assist with the day-to-day operations of a busy technical support department.
* To develop an understanding of and adhere to procedures within the Support Department and implement them to the best of your ability and our customers' satisfaction.
* To maintain a high level of professional software and hardware support to our customers.
* To liaise with other departments within the company.
* To provide PC support to Securit employees.
2. Main duties & responsibilities
The role of a Support Technician entails, but is not limited to, the following:
* Providing software and hardware technical support to our clients
By telephone, email and remote login sessions
Log support calls and maintain customer records using our dedicated support database
* Servicing & repair of ID card printers
General maintenance, fault-finding and repair duties
Work closely with the printer manufacturers' own support departments
* On-site installation and training at client's premises
Installation of software/hardware on client's PCs
Client training according to defined syllabus
This will involve travel throughout the UK and may involve an overnight stay
* Generating revenue
Actively promote support contracts, printer warranties and software upgrades to existing customers
* Providing in-house technical assistance to Securit employees
Basic desktop/printer support
Liaise with various companies to which we outsource the majority of our IT requirements
* Providing pre-sales support
Liaise either directly with potential customers or provide any required information to members of our sales team
* Other duties and responsibilities
Maintain the showroom in good working order ready for use at all times
3. Supervision received
The post holder will report to the Technical Support Manager. Supervision will be on a regular basis however the post holder will be expected to work according to best practises and to interpret regulations and identify appropriate solutions should problems occur.
4. Training received
The post holder can expect to receive training on our software and hardware products to a level that enables them to support our clients. The training will take the form of dedicated training sessions (both in-house and with our suppliers) and by shadowing existing support team members.
5. General requirements
The post holder will establish and maintain constructive working relationships with all members of the company and with clients both on a one-to-one basis and through team working. He/she will co-operate to develop and continuously improve the services of the technical support department and the company in general.
At all times due regard will be given for the health, safety and welfare of all members of the company.
This document outlines the current duties and responsibilities of the post entitled Support Technician. It is not a comprehensive or exhaustive list and the Technical Support Manager and/or Senior Management may vary duties from time to time which do not change the general character of the job or of the responsibility entailed.
