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Job title - Technical Support Officer Location - Hackney, E8 Contract - Temporary ongoing Hours - Full Time 35 hours Start Date: ASAP We are currently recruiting for a Technical Support Officer to provide administrative support for the Resident Safety Team. The successful candidate will be responsible for managing diaries, drafting letters and responding to enquiries, monitoring compliance, writing reports, project support and uploading documentation to a compliance database. Duties would include: Manage diaries and draft letters Respond to enquiries and monitor compliance Write reports and provide project support Upload documentation to a compliance database Build solid working relationships with a variety of people Liaise directly with residents and others, mostly over the phone but also working face to face Prioritise a range of issues and a competing workload Develop and maintain high-quality administrative and management information systems to support the work of the team Ensure that all key project documentation is filed in accordance with council procedures Work in conjunction with relevant senior officers to ensure that administrative and project support is provided to cover the requirements of different workstreams within the team Support the Resident Safety team in developing ongoing improvements to digital record-keeping, migrating key documents to new systems as required, and contributing to the development of new procedures Essential criteria and experience: Experience in supporting the Resident Safety team in developing ongoing improvements to digital record-keeping, migrating key documents to new systems as required, and contributing to the development of new procedures Experience in working in conjunction with relevant senior officers to ensure that administrative and project support is provided to cover the requirements of different workstreams within the team Experience in responding to enquiries and monitoring compliance Experience in writing reports and providing project support Experience in uploading documentation to a compliance database Ability to liaise directly with residents and others, mostly over the phone but also working face to face Experience in developing and maintaining high-quality administrative and management information systems to support the work of the team Ability to ensure that all key project documentation is filed in accordance with council procedures If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Lewis at Service Care Solutions on or send an E-Mail to
Job purpose: Provide technical support solutions to our end users, engineering, part-sales team, production, and other internal departments/functions as required. Key Responsibilities: (Key Tasks) Provide technical support for in-service systems, collating customer-ready engineering responses to technical support enquiries in a timely manner. Where beneficial, recreate customer reported issues in-house to assist problem resolution. Be an active member of the "on call" out of hours rota system. Generate internal NCRs and champion the progress of remedial actions as required to address issues arising from customer reported issues. Provide technical input during the quoting and tendering phase to understand customer requirements. Be commercially aware when dealing with customer issues. Log and review all customer and technical support enquiries using FAST database. Take lead and clearly document corrective action activities and exercises. Provide technical insight into future product development. Carry out system audits and follow-up visits to vessels and systems to obtain customer feedback. To assist with system integration/FAT as required To act as customer proxy for FAT as required (and where there is no conflict of interest). Job role may require work offsite. Any other duties, as required by the Company. Resolution of technical queries or oversee output of others who are working to resolve them Contribute to the robust 24-hour technical support function Monitor the FAST-ticketing system ensuring support enquiries are resolved in a timely fashion Assist R&D department as required Any other duties, as required by the Company Education/Qualifications (desirable): ONC/OND preferably in an Electrical/Electronic Engineering discipline (or equivalent) HNC/HND preferably in an Electrical/Electronic Engineering discipline (or equivalent) Able to read and understand electrical and hydraulic schematic diagrams Ability to write and present short technical reports and emails Ability to consider and involve all engineering disciplines during decision making process Ability to always consider the safety aspects of written instructions Ability to consider and involve all engineering disciplines during decision making process Working knowledge of hydraulic and electrical control systems Working knowledge of AC/DC High Voltage Systems Advanced tool skills Excellent literacy and phone skills Logical approach to fault finding when under pressure Willingness to get things done on time using own initiative Ability to be a team member and think of others Friendly and approachable with a willingness to listen Prepared to take lead on technical corrective actions and clearly document the results Attentive to QHS&E Policies and Regulations Effective organisational skills role will have a high degree of autonomy Be an effective communicator understand the business needs whilst considering customer demands Attentive to ISO 9001 QA systems Previous experience in a hands-on tools-based role Customer facing role Additional Details: £4,000 mobility allowance Overtime time and a half after 37 hours worked Mon-Sat and double time Sunday 37 hours per week (Mon-Thurs 8.30am to 4.30pm and Friday 8.30am to 4pm with a 30 minute unpaid lunch break) 25 days holidays and 8 bank holidays 5% pension Private healthcare 2 x base salary life insurance
Main Purpose of Job To provide specialist support for military applications, land and sea based. To be a pro-active member of the Global Customer Support Centre (GCSC) delivering 1st and 2nd line technical support on product, service and billing enquiries primarily for the Royal Navy but to also include both maritime and land based commercial customers. To provide 1st /2nd line network operations support including monitoring of our client's VSAT Networks and its BGan POP, assisting with line up and service issues and ensuring that problems are resolved quickly whether overall network or remote customer related. Working within a team with a clear growth path and development strategy that encourages internal growth. Key Tasks To liaise with the internal MoD projects and engineering teams To monitor and respond accordingly to the MoD Escalations email inbox To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA's are met specifically in regard to response and resolution times To ensure each call/email is logged and that Microsoft CRM or Freshdesk are maintained at all times, so clarity is ensured for other team members, chasing cases and escalating issues to other departments or the on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion. To provide 1st/2nd line support for GCSC activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding To assist with monthly customer surveys and reports to ensure that our client's service levels are met. To manage inbound calls as required by the Shift Supervisor To assist in the development of systems to deliver front line support for the company's customer handling and customer care programmes and make recommendations for improvements To proactively monitor the GCSC associated infrastructure, investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service issues. Whether network or remote customer related Manage cases through to resolution, with the assistance of the Technical Support Supervisor, escalating to both internal and external resolver groups To actively pursue technical training and to continually update technical expertise. Training on products and services, sharing this knowledge with shift colleagues. To make recommendations to improve development of systems and processes to the benefit of the customer and company Any other appropriate tasks as delegated by management Dimensions Monday to Friday between the hours of 0800 - 1830, will be on a weekly rotation of either early or late shifts, for example 0800 - 1630 or 1000 - 1830 Experience/Skills/Qualifications Essential: Experience in operating Royal Navy communications systems Customer facing experience Be computer literate Confident and clear telephone manner Possess a keen commercial awareness with ability to work on own initiative and unsupervised Ability and willingness to continuously learn and support new systems and services Preferred: Inmarsat and/or VSAT operational, service or technical experience In depth technical knowledge of at least some of the following customer equipment or systems NAICIS, MNE, SCOT, LC2, IRL Inmarsat Satellite Maritime Customer equipment including T&T Sailor, JRC systems and Intellian FX Cobham Seatel, T&T and Intellian VSAT equipment Inmarsat Land Mobile systems including Nera & T&T (BGans) Iridium Certus, Thuraya 3G/4G Wireless LTE Knowledge of customer IT networks/systems eg IP address ranges Cisco and HP Switches Network Operations experience