support engineer Leatherhead, England
Job description
Computer Care, is a leading managed IT service provider supporting the needs of small companies across multiple sectors. We have been in business for over 21 years and we are still growing! We believe that our staff are our most important asset and that enabling them to learn and grow with the business, will in turn deliver the best possible service to our customers.
Our continuous improvement process embraces training for our teams, providing a wealth of knowledge, experience and IT guidance at all levels across the company.
We have a great opportunity for a 1st Line Support Engineer to join our Service Desk team. We are looking for someone who is confident with IT and is a fast learner.
You will initially be providing support to Computer Care’s clients whilst learning the Apotec Customer Relationship Management (CRM) pharmaceutical SaaS system. Part of the role may include supporting our other clients on an ‘as required’ basis. Full training will be provided.
Whilst providing hybrid support between Monday to Saturday on a rota basis. This role will be based in Leatherhead (min 2 days a week) with the option to work remotely. The role may also include occasional national travel to client sites.
You will need to have a full driving licence and access to your own car.
As a 1st Line Support Engineer you will be highly competent and knowledgeable about the IT systems and services that Computer Care sell and maintain.
The 1st Line Support Engineer will be responsible for:
- Assist with the software installation and set-up of devices within the pharmaceutical industry
- Managing ticket queues to ensure SLA’s are met. Ensure ticket status' and notes are accurately updated with a clear and detailed resolutions
- Being the first point of contact for customer technical enquiries
- Triaging a variety of issues, communicating with the customers and colleagues to ensure a resolution within the SLA
- Using our RMM system to facilitate rapid remediation of issues
- Identifying company specific information and logging all issues accordingly on our ticketing system
- Following process and procedures
- Recording and retrieving information to benefit you, your colleagues and the Company
You will also have the opportunity to work on projects, working with other staff to deliver these within agreed budgets and timescales.
Skills and experience:
You will receive training on the services and products, however you will have the skills and experience to:
- Explain technical information to customers and understand customer issues, escalating accordingly.
- Communicate via phone or email in a polite and articulate manner.
- Clearly detail in ‘tickets’ what's been completed so engineers can follow the procedure
- Apply troubleshooting to effectively resolve the issues presented or escalated to you.
- Organise your Outlook calendar and folders whilst keeping notes of daily tasks and records.
- CompTIA A+ (or equivalent) qualification required
- Experience working with pharmacies would be advantageous
Why work with us?
Benefits: 20 days holiday per annum, Company pension scheme, Health insurance
If this sounds like your ideal role, we would like to hear from you so please send your CV along with a covering letter outlining why you would be ideal to join us.
No agencies please.
Job Types: Full-time, Permanent
Salary: £21,000.00-£24,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- On-site parking
- Private medical insurance
- Profit sharing
Schedule:
- 8 hour shift
- Every weekend
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
Work Location: Hybrid remote in Leatherhead, Surrey
Application deadline: 19/05/2023
Reference ID: CC1STAPOTEC-INDEED
