Job DescriptionProvision of technical support enabling smooth and efficient installation, service and management of StarTraq applications within client and StarTraq environments
To log cases, features and issues within 1 hour.
To minimize downtime as a result of support issues, both internally and externally
To meet the delivery times based on project schedules
To enhance the professional image of StarTraq through communication and appearance with both current and prospective clients
Customer issues may be received via phone, email or through our online webportal. Issues will be logged, prioritised and troubleshooting will take place. If an issue cannot be resolved it will be escalated to the next tier of support.
The post holder will be responsible for escalating issues to the relevant party, should they be unable to deal with the issue themselves.
The post holder will be allocated administrative functions such as running standard monthly stats and compiling them for invoice purposes. Arranging dial in processes will be a requirement.
The post holder will help maintain the current hardware inventory with the Junior Technical Support Engineer and may be required to organise the purchase of consumables or peripherals as the business requires.
Working WeekMonday – Friday 8:30am – 5:00pm 37.5 hours per week
Requirements & Prospects
QualificationsIdeally a minimum 4 GCSE’s C and above Including Maths, English and ICT (or equivalents).
Desired Skills1.Educated to a Technical Level Standard or above in a computer related subject
2.A high level of technical, written literacy
3.Good working knowledge of MS Windows including MS Office
4.Excellent communication and interpersonal skills
5.Experience supporting a Windows environment: MS Office, Internet Explorer, Windows 7, 8 & 10 desktops
6.Exposure to SQL Server database technologies (SQL Server 2008 / 2012)
7.Exposure to Windows Server technologies
8.Virtualisation, Hyper V
9.An understanding of the software development cycle
10.An understanding of software workflow solutions
Personal Qualities• Following defined plans
• Time management
• Problem solving
• Good customer interactions
Future ProspectsPossibility of continued employment upon successful completion of the apprenticeship.
• Edexcel Advanced Apprenticeship in IT, Software, Web and Telecoms
• L3 Diploma in ICT Professional Competence
• L3 Extended Diploma in ICT Systems and Principles
• Level 2 Functional Skills English, Maths, ICT (if applicable)