Contract Administrator/Technical Support Engineer

Allied Universal Electronic Monitoring Ltd; East Midlands; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading electronic monitoring solutions provider in the UK is looking for a Contract Administrator/Tech Support Engineer. The ideal candidate will have a minimum of 2 years in customer service, strong IT skills, and a commitment to quality customer service. This full-time role involves providing first-line support and managing customer incidents in a fast-paced environment. This position may include a 24/7 shift pattern.

Qualifications

• At least 2 years of previous customer service experience.
• Ability to work independently and as part of a team.
• Strong proficiency in installing and configuring software.

Responsibilities

• Provide first line technical support for customer issues.
• Record and manage incidents in the service management tool.
• Monitor and manage service requests efficiently.

Skills

Customer service orientation

Problem-solving and analytical skills

Telephony communication skills

Organisational skills

AWS experience

Tools

Windows operating systems

Microsoft Office Suite

Network troubleshooting

Job description

Overview

Allied Universal Electronic Monitoring is the industry leading technology and service company offering law enforcement and government agencies the widest variety of cutting-edge monitoring solutions. Operating in over 35 countries, we leverage an international network of expertise and resources in order to deliver a unique solution.

With nearly 30 years of industry experience in providing innovative technology solutions and first-class service, our latest electronic monitoring technologies provide solutions that aim to ensure the safety of our communities, provide an alternative to incarceration, reduce prison, overcrowding, lower recidivism and improve reintegration.

We enable our customers to effectively monitor approximately 140,00 participants every day. This includes many of the world\'s largest electronic monitoring programs.

We have an exciting opportunity for someone to join our team here at Allied Universal. If you enjoy a varied workload in a fast-paced environment this Contract Administrator/Tech support Engineer role could be for you. Role outline detailed below:

Responsibilities

To provide a first line technical support to international customer related incidents and service requests, endeavouring to resolve as many of these at the first point of contact as possible.

To provide quality and effective customer communications with regard to progress of incidents and service requests with enhanced communication responsibilities in relation to major incident scenarios.

To fix/resolve as many incidents and service requests at First Line as possible.

To escalate incidents and service requests to other TAM teams as efficiently and effectively as possible (and within agreed service targets) in cases where they cannot be fixed at first point of contact.

To provide first-line technical support for all IT-related issues, including hardware, software, network problems, primarily for Windows based PC\'s.

Key Responsibilities/Accountabilities

• Provide first line support for all incidents and service requests reported by the wider AUEM International client base when required.
• Record, accurately prioritise and manage the lifecycle of incidents and service requests in the AUEM Service Management tool (NetSuite) through to resolution and within agreed service level targets.
• Ensure that the Service Desk incoming work resources are routinely monitored and that all submissions are efficiently and appropriately managed.
• Provide first line support for all AUEM International contracts.
• Monitor, manage and escalate (where necessary) any event management monitoring alerts delivered to the team.
• Adhere to the defined process for classification, escalation and management of incidents and Major Incidents.
• Effectively and efficiently escalate all incidents and service requests that cannot be completed at First Line to other appropriate resolver groups.
• Effectively manage customer expectations via regular and meaningful communications.
• Draft and distribute Daily Status and Shift Handover reports.
• Take responsibility for the initial draft of major incident reports.
• Act as a point of liaison between customers and other technical support teams.
• Provide a high-quality customer service that is pro-active and highly responsive, adhering to pre-defined service targets.
• Show commitment towards AUEM culture and goals.
• Install, configure and maintain Software applications on employee computers, ensuring all systems are up to date and functioning optimally.
• Perform regular updates and patches for operating systems and applications to ensure security and performance.
• Troubleshoot and resolve networking issues, including LAN/WAN connectivity, Wi-FI and VPN access.
• Assist with user account management, including creation, modification, and deletion of user accounts and permissions

Key Competencies

• Customer service orientation to build strong client relationships
• Problem-solving and analytical skills to identify and resolve technical issues
• Ability to work independently and as part of a team

Skills and Knowledge

Essential

• At least 2 years of previous customer service experience
• Excellent telephony and general communication skills
• Excellent organisational skills
• Able to work flexibly and participate in a 24/7 shift pattern days/nights (incl weekends)
• Ability to prioritise, organise and problem solve.
• AWS experience
• Proven experience in an IT support role, preferably within a technology company.
• Strong proficiency in installing, configuring, and updating software on PC workstations.
• In-depth knowledge of Windows operating systems (e.g., Windows 10, Windows 11) and common desktop applications (e.g., Microsoft Office Suite).

Desirable

• Previous monitoring technologies knowledge
• Knowledge of Change and Problem management
• AWS Practitioner
• Other formal IT related qualification
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, and basic network troubleshooting.

How to apply

If you feel you have the level of experience and skills we are looking for and are excited about our role then please send across your CV. Based on the nature of our business successful candidates are required to undertake a screening and vetting process. You will be required to have the right to work in the UK and have been resident in the UK for 5 years.