Technical Support Specialist
* First line IT telephone support for customers including routine preventative maintenance for customer databases, dial in to customer networks to restart servers, IT application support e.g. set up reports and file sharing, setting up new users etc
* Provide technical support for all product lines for customers and employees
* Provide support for field based Technical Support Specialists (TSS) e.g. processing product requests
* Assist with all in-house workshop activities such as pre-installation, pre-implementation and system checks for all products
* Generation and extension to certification for operators via eLearning platforms e.g, BrainShark
* Monthly WeQAs participation for all products
* Complaint escalation and resolution through appropriate channels in Europe and/or US Tech Support
* Maintain Pivotal and TMS complaint handling databases
* Maintain the technical status of the sales demo analyser pool
* HBTA and BCA stock control for demonstration analysers
* Monitor essential equipment e.g. refrigeration in upstairs laboratory
* Assist with internal IT requests e.g. setting up laptops, basic troubleshooting etc
Reporting Relationships
* Reports to the UK Support Manager
Essential Responsibilities and Accountabilities
* Is responsible for delivering excellent technical support to customers and employees
* Maintain high levels of productivity, customer satisfaction and other parameters determined as appropriate by the UK Support Manager
* Liaise with all field based personnel to ensure customer satisfaction remains at a high level
* Measurement criteria to be determined by UK Support Manager
Essential Criteria
* Minimum of 3 years experience with IT/Network Administration
* Minimum of 3 years experience with Healthcare networks- LIS/EPR/ADT etc
* Point of Care / Clinical Lab background is highly desirable
* Excellent communication skills – oral and written
* Ability to work as part of a team or independently
* Relevant science degree is desirable
This role is office based in Runcorn. Working pattern Monday - Friday 8am - 4pm & 9am - 5pm on alternate weeks