000357 SystemCare Support Consultants

Job Purpose

To provide telephone and remote support on a wide range of IT hardware and software products to an established and growing base of Network Support customers. 

Duties and Responsibilities

  • Responding to/resolving technical support queries via telephone and remote access.
  • Call management/scheduling/prioritisation to ensure service levels are met.
  • Problem analysis and investigation work.
  • Keeping up to date with the latest hardware and software technologies.
  • Promoting continuous improvement and best practice within the department. 

Knowledge, Skills and Experience

Your skills & knowledge

  • Good at applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.
  • Excellent telephone manner
  • Good at understanding the needs of the internal or external customers and keeping them in mind when taking actions or making decisions.
  • Attention to detail is paramount, along with the ability to manage personal workload and work to your own initiative.
  • Good problem solving and analytical skills with a confident pro-active approach to work.
  • Ability to work in a highly functional team.
  • Excellent listening, verbal and written communication skills.
  • Good organisational skills.
  • Strong communication and knowledge sharing skills.
  • Able to refocus work in response to changing priorities.
  • Able to solve difficult problems and suggest solutions under tight timescales.
  • Methodical with attention to detail and the ability to maintain a consistent approach. 

Your experience

  • Experience with Symantec Backup Exec will be an advantage.
  • Robust experience in a similar support environment working with Microsoft products (Server 2003/2008/2011/2012, Exchange 2003/2007/2010 and Office products). 

Your behaviours

  • Demonstrate ownership of personal, team and departmental work.
  • Demonstrate enthusiasm and proactively seek opportunities to improve job role.
  • Demonstrate commitment to the role, team and company, and will go the extra mile when required.
  • Demonstrate creativity and react positively to new challenges and change.
  • Demonstrate a logical approach to problem solving and be unafraid to challenge convention.
  • Demonstrate approachability and inspire confidence and trust in both internal and external customers.
Closing Date: 
Thursday, March 10, 2016 - 14:15
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