Technical Support Team Leader - Cramlington, United Kingdom - Legrand Care

Description

• Troubleshoot and resolve technical problems for installed systems, documenting actions and resolutions
• Provide configuration and commissioning support to customers and internal stakeholders across all the company's products and systems
• Classify, escalate and coordinate problem resolution for identified issues
• Communicate with service and installation engineers to ensure rapid resolution to reported issues and offering training where appropriate
• Review existing services and practices, making technology recommendation
• Provide technical support and training to customers to ensure they can get the most out of the system
• Lead a team of office based Technical Support Engineers.
• Perform user acceptance testing for new products and systems and liaising with R&D colleagues to provide feedback
• Recommend system and product modifications to reduce future user issues
• Willingness to travel regularly and extensively in the UK and infrequently to Ireland
• Abide by Legrand Care's Core Values and Code of Ethics and strive to meet and exceed the Group's Corporate Social Responsibility (CSR) commitments.

• Previous Service desk experience in a digital telecom's or IT technical environment
• Product knowledge in the areas of Warden Call, Nurse Call, TECs, and Door Access Control systems
• Excellent customer services skills: telephone manners, patient, positive, empathetic, confident, professional
• Excellent troubleshooting, diagnosis and problemsolving skills
• Ability to work autonomously and as part of a team with common goals
• Strong problems solving ability
• Practical, organised with a keen eye for detail
• Analytical and quantitative skills
• Ability to build excellent relationships with colleagues and customers

• Ability to quicky learn new concepts and products and have good understanding of IP and Networking
• Good knowledge of Microsoft 365, Teams and SalesForce
• UK driving license

• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• Work from home

• Monday to Friday

• How many year of experience do you have ?
• Are you able to easily commute to Cramlington?
• What are your salary expectation?

• English (required)

• Driving Licence (required)