Technical Support Co-ordinator

Company Description

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Job Description

Purpose of the Role

Working as part of the Radio Support Services (RSS) team the job holder will provide technical administrative support on radio service contracts as required. The role holder will support service call resolution and update incidents from customers, they will have the ability to question end users and evaluate issues effectively and be required to assist in fault resolution on radio service support contracts. The Technical Support Co-ordinator (TSC)  will be expected to be self-sufficient and able to work on their own initiative, they will be required to be articulate and able to communicate with customers at all levels. The role is largely reactive and will involve working with their peers to plan and schedule tasks across the RSS team in an efficient manner.

Key Duties & Responsibilities

In addition to normal TSC duties the primary focus of the roles is to support the radio team in the effective response to requests for Service, Incident and Change management activities. There will be liaison and communication with customer representatives to assist in the resolution of service-related issues and inter-action with other supporting teams. Accurate and effective completion of service-related documentation to ensure there is an accurate record of service-related activities.

• Monitoring Incidents assigned to the RSS team and assisting with management to resolution.
• Ensuring accurate incident status and investigation information is recorded by TSC’s/Engineers on a regular basis.
• Supporting delivery of customer Sales orders and queries within Service Requests and tracking fulfilment and delivery.
• Supporting RSS escalations for Incident resolution to radio engineers, Technical Architect, Senior Technical Support Co-ordinator and RSS management.
• Demonstrate the ability to understand support issues highlighted by the customer and provide assistance in resolving their concerns.
• Supporting the investigation and analysis of underlying causes of Incidents to assist in delivery of Problem Management.
• Providing assistance with input for assessment to a Change raised by the RSS team in relation to requests for work and purchase orders.
• Raise and manage Standard and Emergency changes in line with the appropriate Change Process for RSS contracts.
• Supporting the implementation of Changes as planned and agreed for approved RFC’s as authorised in line with the appropriate Change Process for RSS contracts.
• Liaising with Configuration Management to ensure that, where necessary, the correct asset information is being updated via Incidents and Changes on customer Configuration Management Database (CMDB).
• Supporting Configuration Management tasks to rectify incorrect information held about a Configuration Item or asset related to its change of status.

NB:     The above is not intended to be an exclusive or exhaustive list of all assigned duties, responsibilities or aspects of the job described. The post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

Qualifications

The essential qualifications and skills are;

• Minimun qualification of GCSE Level Pass in English & Maths.
• Excellent written and verbal communication skills
• Working knowledge of Windows and Office applications (Excel/Word/MS Access)
• Experience of working within a support team environment.

Desireable qualifications and skills are;

• Experience of working within an Incident Service or Support desk environment
• Understanding of ITIL V3/V4 certification.
• Knowledge of helpdesk operations to include experience of customer service
• An awareness of ICT service desk operations and advising customers of equipment faults.
• IT Service Management and Support experience.
• Understanding of mobile communications technology i.e. Tetra Radio, GSM, Wi-Fi, 4G/5G.
• Awareness of Information Security Management
• Valid UK Driving license.

The ideal candidate would have a BTEC ICT level qualification or ICT experience and be ITIL Foundation/Practitioner level Certified. 

Additional Information

We pride ourselves in offering an excellent benefits package. When you join the team at NEC Software Solutions, you are provided with the following:

• 25 days paid holiday with the option to buy/sell