THE GOAL
The aim of the Partner IT Support Communication Analyst is to provide high quality technical support to our partner network of sushi kiosks across Europe and South America. The role will be chiefly responsible for ensuring our in-kiosk technology remains connected to the internet via our fleet of over 1000 mobile 4G routers. Our customers rely on internet connectivity to ensure the smooth running of their business. The successful candidate will become the company expert on our telecommunications solution, reporting to the Partner IT Support Manager.
WHAT YOU DO
1. Provide technical support to the Kelly Deli partnership network, primarily in relation to our fleet of Teltonika 4G Routers, ensuring in-kiosk devices are connected successfully to the routers.
2. Get involved in other areas of IT support such as general hardware and software support, IT projects, and initiatives.
3. Build relationships with Kelly Deli staff and kiosk partners across all our operating countries to become a trusted advisor.
4. Support the purchase, configuration, and distribution of our routers.
5. Update and maintain the firmware and configuration of our routers.
6. Investigate and act where company equipment is being used inappropriately.
7. Monitor data consumption, investigating excessive usage and escalating incidents where required.
8. Manage endpoints on our Knox Mobile Device Management solution.
9. Record all incidents on our Service Now Incident Management System to ensure we have a historical record of incidents for future analysis.
10. Deliver company training on how to install and use our equipment.
11. Work with multiple Managed Service Providers in different countries to ensure our objectives are achieved.
12. Deliver our Operations Level Agreement of ensuring our kiosks are connected online at a rate in excess of 97.5%.
13. Act as the face of IT, building trust and confidence in the expertise the IT team provides.
WHO YOU ARE
1. A natural problem solver who is tenacious and relishes the challenge of troubleshooting incidents where the solution is not readily apparent.
2. Comfortable relaying technical instructions to non-technical people.
3. Not afraid to jump on a phone call or video call to provide support and get to the root cause of a problem.
4. Hungry to learn new skills and technologies.
5. An excellent communicator with great customer service who inspires confidence.
6. Clear ability to manage your own workload and re-prioritize tasks and objectives as needed.
7. A great attitude in terms of improving service, identifying opportunities to do better, and minimizing waste to our partners across the estate.
8. Confident in communicating in English.
9. French and Mandarin language skills (Highly Desirable).
10. Additional language skills in Italian, German, Spanish, Portuguese, and Dutch (Desirable).
11. Similar experience in a 1st / 2nd Line Technical Support role (Desirable).
12. Networking - Router configuration (Desirable).
13. Experience with G-Suite (Desirable).
14. Experience dealing with various teams and suppliers (Desirable).
15. Experience in supporting the retail or hospitality industries (Desirable).
WHY JOIN US?
* 27 days annual leave
* Birthday off
* Monthly Wellbeing allowance
* Monthly Sushi allowance (double twice a year)
* Private Health Insurance with Bupa
* Late Starts & Early finish (6 of each throughout the year)
* Hybrid working (2 days a week in our Old St office)
* Salary range listed below & dependent on experience
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