Our technology is used by thousands of companies and affects millions of lives. You’ll be inspired to provide an excellent customer experience, striving to ensure that all queries are resolved efficiently and effectively and that the business users have an outstanding experience at all times. You’ll be the first point of contact for all technical support related enquiries, requests and incidents raised by our users.
The key areas of responsibility for the IT Technician include:
1. Technical Service Provision and Support to Business Users
2. Business Process Improvement
Skills, Experience and Qualifications
* Previous experience working in a technical support role.
* Degree level or equivalent technical industry qualification within IT.
* A good knowledge of Microsoft Enterprise technology stack including Office365.
* Windows Operating Systems, Android Mobile Devices and some Apple Laptops/Phones.
* A good general knowledge of computer technologies, hardware and software.
* Understanding and operating within service level agreements, targets and meeting KPI’s.
* A good team player with flexible approach, possessing a strong commitment to service excellence.
* The ability to work under pressure, demonstrating drive and a positive approach to work.
* Knowledge of all or any the following technologies is advantageous;
* Microsoft Server Operating Systems
* Networks and communication protocols
* Understanding of SaaS and hosted applications.
* You’ll be motivated by delivering excellent customer service.
* You’ll want to be part of something special and contribute to the success of the team.
* You’ll have excellent problem-solving skills with the ability to proactively and quickly generate innovative ideas and solutions.
* The passion and ability to keep up to date with the latest technology advancements, specifically with Microsoft 365 and desktop/server operating systems.
* You’ll have a desire to continuously develop your own knowledge and skills and be inspired to share knowledge with colleagues within a dynamic organisation.
* You’ll have a determined and persistent desire to hit targets and SLA’s.
* You’ll be highly articulate and focused with the ability to influence others.
* You’ll have excellent planning and organisational skills to successfully manage competing demands, with exceptional time management and the ability to remain calm and objective under pressure.
* Outstanding attention to detail and extremely thorough in all you do.
* A can-do attitude and willingness to learn about Causeway’s products and technology quickly.
* You will enjoy interacting with users and have brilliant written/verbal communication skills, able to listen, question and provide accurate and clear responses and solutions.
* You’ll have the ability to adapt your style to your audience and convey technical terms to a potentially non-technical audience.
* You will be enthusiastic, energetic, honest, helpful and committed to achieving amazing results, making an impact and delighting our users.
Technical Service Provision and Support:
* Your primary responsibility will be to manage all incoming user support queries via email or walk-up, investigating, logging, diagnosing, trouble-shooting and responding to queries.
* You’ll provide initial responses to users within agreed response times and assist with queries in a professional and courteous manner, working together, building positive relationships, investigating, responding and progressing issues and queries to a successful conclusion at the earliest time.
* Provide desktop support and troubleshoot problems through to resolution.
* You’ll set up new users including hardware and software configuration, email configuration, phone configuration and security configuration to all systems deemed necessary for them to complete their job role to the best of their ability.
* Carry out and assist in continuously improving new user IT inductions, whether conducted face-to-face or remotely.
* Take ownership of the offboarding process, removing leavers access to the business infrastructure to ensure that no unauthorised access can be made.
* Ensure that interactions with users are continuously improved and delivered in a consistent and positive manner and to a high professional standard ensuring to wow at all times.
* You’ll be responsible for managing incidents via the incident management process and requests via the request fulfilment process.
* Responsible for resolving user issues according to the established case management processes, which will involve case escalation to the appropriate support group when necessary.
* Perform specified administration tasks.
Business Process Improvement and Systems:
* Monitor customer usage, adherence to service level agreements, call queues, response times and escalation process ensuring prompt follow up and ownership.
* Maintain a good level of understanding and knowledge of the organisation’s infrastructure, ensuring that queries can be dealt with accurately and appropriately.
* Update internal administration systems, including but not limited to technical documentation, system diagrams and help manuals, to ensure that all members of the team can support and administer business systems.
* Demonstrate curiosity by consistently testing and evaluating new technologies and products which might be of benefit to the business.
* Manage the issue of licenses for all IT software to ensure that the business is correctly licensed at all times, remaining diligent and reporting any anomalies to the IT Manager.
* Make IT purchases within the business, ensuring asset information is correctly updated and that business policies with regard to IT equipment are maintained.
* Manage and update asset records for all hardware and IT equipment issued to employees or departments, to provide accurate reporting of all IT assets within the business.
* Ensure that accurate customer records are maintained and updated within the support system, ensuring accuracy of data and that it is updated in accordance with ISO and data protection requirements.
* Actively seek opportunities to improve processes, ensuring that all improvements have a positive impact on customer experience and encouraging customer retention and referrals.
* Be accountable for providing customer experience reports as required for internal management use.
Company Values:
* Be Curious
* Own It
* Work Together
* Be Proud
* Wow Everyone
About the company
Unlock value across the construction lifecycle with the most powerful & comprehensive construction software
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