Technical Support Engineer / 1st line Support
Job Summary:
At Taranto Systems we lead the market in traffic management and parking enforcement solutions, with over 20 years’ experience of delivering innovation in the parking sector. We work with local authorities, private parking companies and fleet firms to provide comprehensive parking, environmental and traffic management systems to keep traffic flowing smoothly and improve air quality, as well as reduce the administrative burden on back-office teams.
Taranto’s award-winning solutions are used by over 60 UK central and local government organisations, with 14 of London’s 32 boroughs, as well as the City of London and TfL, using our solutions.
The 1st line support engineer will log and resolve technical support calls when received by the Service Desk demonstrating excellent customer service skills, and escalate issues to appropriate teams. They will ensure that the TSL support function is operating within defined KPIs and SLAs to ultimately protect TSL reputation and enhance client relationships.
Responsibilities include:
* Responsible for the resolution of incoming calls to the service desk
* Responsible for building relationships with our customers through effectively managing queries/issues raised to the service desk
* Ensure that you adhere to all support desk procedures
* Ensure that you adhere to all service level agreements (SLA) both internal and external
* Ensure that the escalation procedures are adopted
* Ensure that logs are resolved as per priority levels
* Ensure all support calls are properly logged as per agreed procedures
* Co-ordinate the resolution of support calls
* Ensure that there is adequate communication between the team and clients
* Identify application bugs and escalate to 2nd line and 3rd line Engineers
* Adopt a proactive approach towards the support logs
* Ensure that clients have a complete update of outstanding calls/fixes on a regular basis
* Attend client sites and resolve support issues
* Provide technical fix training for clients
* Liaise with third party suppliers on a technical basis
* Assist with Taranto Systems Ltd Support infrastructure activities (either internal or for clients) as requested
* Contribute to all on-going business improvement measures
About You
We'd love to hear from you if you have:
* A keen interest in IT and Mobile Devices
* Experience with SQL Server at any level
* Experience with Windows Server/Databases/IIS and Application Support
* Interpersonal skills
* Excellent Customer service experience to build great relationships
* Excellent written and oral communication skills
* Willingness to make a proactive contribution to the success of the business
* Demonstrable ability to work collaboratively across Taranto Systems Ltd.
* Creating Solutions and Change
* Inspiring and Influencing
* Delivering Results and Improving Performance and Responsibilities
Skills and Qualifications:
* GCSE Maths & English grade C or above Computer related degree/diploma or equivalent experience.
* Excellent customer service skills: demonstrating empathy to issues raised and managing expectations effectively.
* Must have good written and verbal communication
* Be able to communicate with users of all levels and technical ability
* Ability to work under pressure
* Knowledge of Microsoft Operation Systems
* SQL - Practical experience
* Relevant experience in a software environment
* Desirable qualifications technical management or other experience
* Knowledge of market leading handheld computer hardware
* Knowledge of any hardware
In return we will offer a salary of £25,000 along with a comprehensive benefits package including a discretionary bonus, private medical care, private pension scheme, life assurance and income protection, a great holiday package including a buy and sell scheme, as well as many initiatives to support a healthy lifestyle.
As an equal opportunity employer, we are committed to providing a supportive and inclusive environment where all individuals, regardless of race, ethnicity, gender, sexual orientation, age, religion, disability, or any other dimension of diversity, can thrive and grow.
Joining the team will be subject to successful references and a DBS check.
About Us
Taranto supplies enforcement solutions to many UK Local Authorities and Private Sector clients. Taranto’s notice processing system combines our team’s parking sector expertise, gained over 20 years of market experience, with a modern, future-proof, fully web-enabled application.
Our solutions are used to enforce and manage parking and traffic violations, parking permits, civil enforcement, clamping and removal, and more.
Taranto Systems is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.
#J-18808-Ljbffr