System Support Specialist M/F

We are looking for a System Support Specialist to support our growth.

Purpose of Position:

The System Support Specialist manages hot issues and acts as the point-of contact for routine to advanced technical support of The Company’s product technologies. 

Key responsibilities:

·       To receive inbound customer technical support calls, to update ticketing systems,  manage and resolve the customers issues.

·       To diagnose, troubleshoot and resolve hardware, software, or other network and system related issues.

·       To escalate issues to Support Level II as needed.

·       To document cases including problem, corrective actions and solutions.

·       To perform data extractions.

·       To act as a Trusted Advisor to customers.

·       To professionally communicate at any time to all parties involved.

Qualifications Required:

·       Associate’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.

Experience Required:

·       Minimum of 2 years of experience in technical support, systems support, or a related role, preferably within a hardware and software integrated environment.

Technical skills

·       Proficiency in troubleshooting and resolving issues with hardware, software, and networking components, including routers, switches, cabling, servers, and wireless devices.

·       Basic knowledge of Access Control Systems, low voltage wiring, physical installations, and input/output systems.

·       Knowledge of Power Shell, SQL Server including TSQL is preferable.

·       Experience with ticketing systems and case documentation for tracking technical support issues.

·       Familiarity with Windows operating systems and basic administration tasks.

·       Demonstrated ability to act as a trusted advisor to customers, setting and meeting customer expectations.

·       Proven analytical skills with the ability to diagnose and troubleshoot complex technical issues effectively.

·       Ability to assess situations, develop action plans, and escalate issues when needed to resolve customer concerns.

·       Ability to pass BPSS check required but SC would be preferable

·       Comfortable with on-call availability as needed for urgent support requests.

·       Valid driver’s license for any travel required to customer sites.

Soft skills :

·       Strong verbal and written communication skills, with the ability to clearly and professionally convey information to customers and colleagues.

·       Customer-focused with a commitment to delivering high-quality service.

·       Strong organizational skills and attention to detail, especially in documenting problem resolutions.

·       Ability to manage multiple tasks in a fast-paced environment, including high-priority and time-sensitive customer requests.

Place of work:

·       Based in Poole

·       Occasional travel required for site visits and meetings, some potentially overnight.

Hours of Work :

·       40 hours per week (8.30am to 5.00pm from Monday to Friday - 30 min lunch break)

Salary & Benefits :

·       Salary : Attractive - based on experience

·       Holidays -  25 days plus 8 Bank holidays

·       Company Events

·       Company Health Plan

·       Company Laptop

·       Company Pension Scheme

·       Extensive product training during an in-depth integration in Poole

·       Career growth within TDSi/Hirsch UK as well as within the VITAPROTECH/Hirsch Group. 

·       Starting date: ASAP

We are committed to a sustainable approach to Social and Environmental Responsibility, with the aim of improving the quality of life of our employees and enabling them to play an active role in this change.

TDSi/Hirsch UK and the Vitaprotech/Hirsch Group are open to all talents and all differences.

Interested ?

Then send us your detailed application and your salary expectations !

You can contact us by e-mail to:

Célia BEL, International HR Manager

c.bel@vitaprotech.com

N.B.:  TDSi/Hirsch UK does not want to be contacted by Recruitment companies.