Job Title: Delivery & Technical Support Team Leader
Location: Dunn Street, London
Salary: £25,000 per annum
The organisation is a Social Enterprise that provides computer equipment and 1-1 support to disabled students. They are looking for an experienced Support Engineer to help manage their small friendly team in Dalston.
The Role:
- Oversee every aspect of Support & Repairs of Student Equipment
- Manage Support & Repairs Engineers
- Ensure all support & insurance calls are resolved in timely manner and to customer’s satisfaction
- Develop & implement standard communication emails to update customers on progress of their support tickets
- Oversee insurance submissions
- Ensure delivery procedures are followed (Orders marked as delivered, ITFs, emailed serial keys)
- Maintain and update deployment system
Duties:
Primary
- Ensuring prompt response to support calls and queries by the team
- Collecting customer feedback
- Ensuring repairs are proceeding within expected time scales
- Allocation of repair jobs and monitoring completion
- Allocation of support jobs and monitoring completion
- Processing of insurance jobs and monitoring completion
- Responding to allocated support calls
- Maintaining accurate records on Data Base
- Carrying out Remote Health Checks
- Performing Remote Support
- Physical on-site repairs of computer equipment and printers
Additional
- Maintain up-to-date installers on deployment system
- Prepare machines for installation (power, network)
- Deployment
- Recording Serial numbers
- Creating accurate order paperwork
- Courier Bookings
- Deliveries in/out
The Candidate:
The successful candidate will be a team player with ability to motivate, organise work load and check completion of allocated tasks. You will need to be highly organised and have the ability to design and implement system & process improvements.
Skills required
- Windows deployment
- Laptop and desktop repair experience (min 3 years)
- Operating Systems: Windows Server, Windows 10, including Active Directory and DNS, OSX
- Excellent analytical and problem-solving skills, with a strong attention to detail at all times
Please click the APPLY button to submit your CV.
Candidates with the experience or relevant job titles of: IT Support Consultant, IT Support Service Desk, IT Service Desk Consultant, IT Support, Helpdesk Support, Support Engineer, Senior Support Technician, Helpdesk Analyst, IT Support Analyst, IT Service Engineer, IT Service Desk Technician, Technical Support, IT Support, IT Systems Support, 2nd Line Technical Support, IT Service Desk Technician, 2nd Line Support Engineer, 2nd Line Support Technician may also be considered for this role.
