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- Responsible for assisting the customer with their questions about supported software and computing platforms to the best of his/her ability, in a customer facing, professional and courteous manner
- Assist our customers with their questions about supported software and platforms, ensuring adherence to company processes and SLAs/OLAs
- Day to day management of your ticket queue, this includes logging all walk up support tickets and dealing with them as per the service guidelines
- Desktop and hardware repairs (Windows and Mac)
- Providing desktop support of the Broadcast Management System 'What's On'
- Log information on tickets received, where required and maintain detailed and accurate records
- Ensuring that our contractual SLA's are achieved
- Assisting internal teams with the broadcast workflow (Workorders and VOD) to ensure all broadcast media is delivered to our playout platforms
- Monitoring ticket progress with external suppliers to ensure they are meeting SLA's
- Be a proactive member of the change management process to ensure all technical changes are implemented without impacting the live service
- Establish and maintain effective working relationships with co-workers, supervisors and customers
- Personal development of skills and knowledge necessary for the effective performance of the role
- Communicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party, internal customers)
- If required, provide out of hours support
- Pursue personal development of skills and knowledge necessary for the effective performance of the role
- Support other business operations as required
- Required to occasionally visit our Cardiff office to work and integrate into the wider team
- Experience of working in a customer services role previously
- Understanding of IT support principles, e.g. desktop, networks, infrastructures
- Knowledge of the following technologies: Windows 10, Windows 11, Windows Server OS, Hyper-V, Active Directory, Group Policy management, Print Management, and Windows Security
- Support and troubleshooting Knowledge of the following network technologies: DHCP, DNS, VLANS and subnetting
- Office 365 admin and Azure Support
- PC Hardware Build & Deployment
- Understanding of how to troubleshoot layer 3 networking equipment such as managed switches, routers and firewalls
- Excellent communication and customer engagement skills
- Practical problem solving and negotiation skills
- Able to prioritise and troubleshoot customer requirements
- Strong team working ethic
- Self-motivated and keen to develop your skills
- Keep up to date with continuous professional development and industry trends
- A relevant technical qualification or 6 months+ experience working in a technical customer service
- 'Design Your Life' training and development programme
- Flexible working
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us
- Health Club and Wellbeing Scheme
- ARO Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
2nd Line Support Engineer - Hammersmith, United Kingdom - ARO Technology
Description
Job Title: 2nd Line Support EngineerLocation: UKTV - Hammersmith
Salary: £30,000 - £33,000 BOE
Contract type: Permanent
About The Role
This is a great opportunity for you to join ARO Technology as the 2nd Line Support Engineer based in one of our largest customers, UKTV. The 2nd Line support role is customer facing and is responsible for providing excellent customer service and second line on-site technical support to. The role will include tasks such as call logging, troubleshooting issues and resolving support queries or diagnosing issues where possible. This will be done by responding to both calls, tickets, and face to face enquiries.
We are looking for an enthusiastic, customer focused person who is passionate about technology and enjoys keeping up to date with the latest technological trends. This role would suit someone with previous experience in IT support and are looking for a great development opportunity.
This role is a hybrid position, you will be office based 3-4 times a week on a rota basis and the additional 1-2 days will be home based.
About the team & environment:
"A team always looking to push the boundaries of the technology around them, whilst looking at new and innovative ways to meet the needs of client. Never to rest on their laurels, exposing the themselves to continuous projects and development to be at the top of their game"
What you will be doing:
What are we looking for?
Essential
Who are we?
ARO has 25 years' experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.
As one of the UK's leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.
To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.
In 2021 we were awarded the People Insight's Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.
Why Work for ARO?
At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us
We offer a wide range of benefits and incentives to our employees including: