IT Technical Support

  • Wirral CH62
  • Full-time, Permanent
  • Salary: £17,000.00 to £22,000.00 /year

Job Title: Support Technician (In-house)

Reporting to: Technical Manager and Senior Technicians

Department:Technical

Working hours:08:00 – 16:30

Overall Purpose

The in-house Support Technician provides fundamental communication, guidance and support between the head office management team, technicians and customers. Dedicating time to assist the Technical Manager in all aspects of day to day administration, monitoring and updating, the Support Technician will ensure a continuous cycle of the daily activities. Working in a fast paced environment, the support technician will liaise with customers over the phone, through email or tech tickets and on the customer premises when required.

Main Activities

  • Predominantly operating out of the Bromborough office, unless specifically requested from Management, the support technician will oversee the incoming tech tickets raised by external customers
  • Assist the Technical Manager with aspects of day to day communication and administration including:communicating rescheduled diary events to customers or relevant technicians, advising the school’s technician of any significant work or issues that day via email
  • Act as first point of contact for incoming calls, resolve any queries and escalate the issue to a Senior Technician
  • Acknowledge and complete tech tickets received, provide an update to the customer of the outcome or escalate to a Senior Technician for additional support
  • Acknowledge, prioritise and allocate jobs during DES to specific support technicians, assigning priority or complex tech tickets to the most suited support technician
  • Ensure relevant DES handovers or updates are communicated back to the dedicated technician with any concerns or outcomes
  • Identify when a colleague requires additional support and find a solution of support by assigning another technician for further assistance
  • Regularly review the support technician’s diary, understanding their work schedules ensuring items are taken from their shelves and reminding colleagues of any additional information such as holidays, sickness or other absenteeism
  • Liaise with external customers on any calendar changes due to sickness, holiday’s or operational emergencies
  • Assess the support technician’s schedules, ensuring time management is being utilised effectively and efficiently resulting in a proactive day, reporting any concerns to the technical manager
  • Review on a daily basis the tech calendar to update NSD (Non-school days) real time calendar updates as amendments are made for the support technician staff
  • Assist with IT repairs, when required ensure more problematic repairs are booked in with the designated repairer Technician
  • Update and monitor the customer repairs log sheet, delegating projects to a particular support technician who is assigned to the contract or is knowledgeable in the repair process for the item
  • Maintain the technician department by liaising with colleagues to ensure they have stored their equipment in the appropriate location and work spaces are free from clutter
  • Monitor the IT recycling equipment within the tech room, ensuring it is stored in a suitable location in accordance with health and safety guidelines
  • Arranging regular recycling equipment collections and advising the technicians with the collection date in order to make joint collections across various schools
  • Maintain hi-impact eBay website page by frequently listing stock items for resale

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