About the Role
The support engineer is required to work within the support team to investigate, resolve where possible and triage issues, ensuring tickets are processed and resolved adhering to customer SLAs and high service quality.
In addition to support, the role covers other tasks such as:
Unicard application system management: ISAM and AMS management - the core of the ITSO specification, AMS and ISAM management will require a technical understanding, attention to detail and the ability to pick up and complete complex tasks, ongoing configuration and monitoring to ensure the application provides the services required by our customers (full training will be given).
Printer/Terminal Support – Unicard provide both hand-held smartcard readers and smartcard printers to various customers.
The support engineer will be responsible for troubleshooting, returns, shipping and orders of new equipment/consumables.
Responsibilities Ownership and management of tickets, in accordance with SLA's and priorities and in line with ITIL-based incident and problem management processes Software application and hardware managed services Resolving issues, updating customers, closing tickets and documenting if required Handling inbound telephone calls Processing emails inbound to the Support team shared mailbox Creating/updating various support documentation/knowledge articles Investigating and troubleshooting reported issues with the team Escalation of issues and risks to Level 2 and Support Manager Printer/terminal support Creating and updating reports and dashboards within Zendesk Provide out of hours on-call support (overnight and weekends) to VIP customers (rota based) On-site support (when required) Embracing and promoting Unicard values Essential Personal Skills Great communicator at all levels, both written and verbal Approachable and able to work collaboratively within the team and with other areas of the Business Energetic and self-motivated – eager to learn and progress Pro-active and focused to work efficiently and effectively Highly adaptable within a fast-paced changing environment Analytically and technically minded with a high degree of accuracy Able to work optimally in a challenging environment, with a high degree of self-discipline Punctual, dependable and reliable – ability to manage your own time and resources Able to listen and understand customers' issues Able to identify and manage risk Required Professional Skills/Experience Service-desk experience Technical & Application support experience Experience working in an ITIL-based team Experience working within strict customer SLAs High competency in MS Office applications; Word, Excel, Outlook etc.
Holds valid driver's licence and has access to vehicle Desirable Professional Skills/Experience Knowledge of Unicard's core products and services Experience working within software development environments Understanding/experience of technical language XML/CSV/JSON/SQL Experience with BI tools Experience with Jira/Zendesk Supplier management.
Benefits of working for Unicard Knowledge sharing (working with experienced professionals) Autonomy and trust in decision making Great work environment and friendly atmosphere Company-funded health cash plan Office in a central location with free parking Additional health cover Auto-enrolment for pension Regular team building and office events Career development Competitive remuneration package Charitable organisation Job Types: Full-time, Permanent
Pay: Up to £35,000.00 per year
Benefits: Company pension Free parking On-site parking Work from home Schedule: Day shift Holidays Monday to Friday Work Location: In person
Reference ID: VA66
#J-18808-Ljbffr
