2nd Line Support

Service Desk – 2nd Line Support
North Leeds
£18,000+

Our telematics client based in north Leeds is looking for a 2nd Line Support/Escalations candidate on a full time permanent basis. The successful candidate will provide comprehensive and technical support for escalated tickets and queries both internally and externally.

Duties and responsibilities:

* Supporting internal operations including, Call Desk, Installations, Customer Care, Warehouse , Engineers, Account Managers and the Operations Director regarding escalated/technical requests
* Log all FM information on the internal CRM
* Investigating tickets and queries thoroughly by ascertaining problems accurately and providing appropriate solutions
* Where a solution cannot be found, provide detailed technical information on what has been found and investigated, then escalate to CPS
* Work directly with suppliers such as Telefonica to determine specific issues that may be affecting customers to pre-empt or resolve present/future challenges
* Working on complex and demanding tasks for larger accounts on behalf of colleagues
* Maintaining updates internally and toward customers for tickets retained by Escalations
* Providing proactive support to monitor, test and resolve or service telematics
* Prioritising workload by displaying initiative when necessary
* Attending regular meetings to provide updates and partake in discussions

I am keen to speak to technically advanced/focused, ideally from telematics backgrounds, who have completed a similar role. Knowledge of the GSM networks and GPS technology as well as a robust understanding and knowledge of software and hardware foundations is desirable.
Apply today or for further information contact Rebecca Leighton on or email