Technical Support

Technical Support (2nd Line)

Salary: £27,000 plus fantastic benefits!

Location: Southampton- Hybrid working 

Hours of work: Shifts are 4 days on/4 days off, covering Monday to Sunday. The shift patterns are 7AM until 7PM/9AM until 9PM. This is full-time hours. 

Dynamite recruitment is currently working in partnership with a very well-established business who are based in the Southampton area. As a Technical Support Advisor you will be responsible for reporting the in-depth investigations carried out.
 
Your key duties would include the following:

To troubleshoot and resolve complex issues and escalations - 2nd level support 
To liaising online  and via the web portal, assess (triage) and investigate issues to assist with issue resolution.
Acting as a first point of contact for customer calls
Use the internal system to log and update calls
To support with software related issues
Providing regular updates when required to relevant parties- both internally and to customers
Acting as an escalation point to resolve and troubleshoot complex issues
Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
Participate in both functional and technical training
Documenting all aspects of the work using the internal system
Collaborate with 3rd party supplier
To participate with client monthly meetings and reviews 
To provide support to customers from start to completion
Be able to take ownership of a task to see it through to completion and to exceed expectations whenever possible.
Support with the roll out of new software/hardware releases As a Technical Support Advisor you will have/be:

2 years + in technical helpdesk support role. 
To be self-motivated and a contributing member of the team
Be able to manage/prioritize their own workload so tasks can be completed to a customer’s satisfaction and meet Service Level Agreements where necessary.
Good time management.
Ability to work under pressure.
NVQ1/GCSEs and above (or equivalent) in key competencies
Excellent Customer Service Skills
Technical skills in SQL and database management. (preferred)
Good understanding of Payment systems & Processes (preferred)
Working knowledge of Windows operating systems from Windows 7 onwards
Basic networking knowledge
A good understanding of IT based systems
Problem analysis/problem solving
Must be able to communicate effectively with all levels of users.
Great problem-solving skills and a desire to achieve
High level of knowledge and understanding of Windows Operating Systems To be considered please submit your CV asap