Job Overview:

Technical Support

Hull

The role is for a support-desk based member of our technical team. You will be dealing with incoming support requests made via the telephone and our online support system.  As experience is gained you will work between our three main areas of direct customer support

Roles:
First line support – assisting customers with system issues that require an urgent fix

Second line support – assisting customers with problems of a more in-depth nature. This can be anything from diagnosing and testing software faults with error messages to interrogating data to find discrepancies.

Third line support - assisting customers with requests on how to do things with their Fidelity EPoS Solution.

Liaise with staff internally to ensure jobs passed on are completed.

Required to cover On Call Weekend support 1 in every 5 weeks

Essential Skills and qualities

Ability to communicate effectively both verbally and in writing

Ability to work flexibly in a changing work environment,

Willingness to work with others and absorb knowledge

Keen interest in IT and a desire to work in a ‘non-standard’ IT environment

Good knowledge and understanding of Microsoft Office 365 Products (Word/Excel/Teams etc)

Desirable Skills - at least two of:

Experience of EPoS Software and/or Hardware (such as Barcode scanners, Thermal Receipt printers etc)

Experience of a Telephone support desk environment

Experience of business processes such as Cash Reporting and Stock Control

SQL Database Query Writing

Personal Qualities

A keenness to take on challenges and find answers

A desire to be accurate in all tasks

An ability to remain calm when speaking to customers who have business critical EPoS failures