Technical Support Administrator

Are you well organised?

Are you looking for a varied, busy admin role with plenty of responsibilities?

Would you like to be the ‘glue’ that holds a team of engineers together?

We are recruiting for a lovely opportunity located in Wokingham, paying from £26,400 – £28,800.

Job role:

– Act as backup to our 1st line Helpdesk for all incoming technical support calls
– Generate and assign support tickets to the most appropriate engineer
– Track progress of all open tickets through to closure, ensuring customers receive the best quality of service throughout and our internal KPI’s are met.
– Assist the Operation Director
– Assist the technical team with the creation of survey, pre and post installation reports.
– Create and maintain all customer records, including updating equipment covered by maintenance agreements and license keys, serial numbers, etc.
– Ensure all installation and post installation visits are documented accurately on the customer file
– Create and maintain customer maintenance/support information
– Arrange accommodation and travel arrangements, as required for the engineering team
– Ensure installation sign offs are gained and passed through to the customer services team for invoicing
– Manage and schedule regular maintenance visits by the engineering team and create renewal documentation for pass through to the customer services team for invoicing
– Liaise with the customer services team to ensure supplier price lists are updated regularly on the database to ensure accurate quotations can be made by the sales team
– Manage minor projects
– Support internal project managers by tracking kit and updating customers along the process

Skills/Abilities/Experience:

– Excellent organisational skills
– Project management skills
– Experience in ISO 9001, 14001, 18001 and 27001 would be extremely advantageous.
– Technical report writing skills
– Analytical research skills
– Ability to problem solve and empathise with the customer’s needs
– Proactive
– Team player
– Customer focused
– Excellent IT skills
– Ability to understand, translate and document customer requirements in detail
– Ability to discuss, present, communicate accurately at all levels (written and verbally)
– Attention to detail
– Experience of working in a similar IT environment would be an advantage

Working hours are: Monday to Friday 9am to 5.30pm

Keywords: admin administration ISO technical sales