Service and Support Representative (Technical)

Hutchi; Scotland; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Defined Contribution Pension

32 days holiday

Development opportunities

Job summary

Hutchison Technologies Ltd in Dundee is seeking a Service Support Representative (Technical) to coordinate exemplary customer service and drive prompt resolution of support requests, incidents or tickets across remote and on-site environments.

You will log calls, update customers, and assist with remote fault finding, software updates and knowledge base documentation. A positive team player with IT qualifications and network knowledge will thrive in this fast-paced role.

Qualifications

• IT qualification required and knowledge of IP telecoms.
• Strong understanding of data networks and customer service.
• Experience in a helpdesk or service desk environment desirable.

Responsibilities

• Coordinate prompt resolution of customer support requests and incidents.
• Log calls, keep customers informed and escalate where needed.
• Support remote fault finding, software updates and knowledge-base docs.

Skills

IP telecoms

Data networks

Customer service/helpdesk

Audio Visual interest

Education

IT qualification

Tools

Teamviewer

Job description

Location: Dundee (on-site)

Contract: Permanent / Full-time

Department: Service Helpdesk

Reports to: Service Desk Team Lead

Are you a remarkable person looking to join an innovative technology company that is really going somewhere? Hutchison Technologies is searching for exceptional people with outstanding skills to join our talented and committed team. We want people who have an interest in technology, who are passionate about building great relationships, and who enjoy collaborating in an environment that challenges the status quo.

About Us

Hutchison Technologies develop facility technology solutions backed-up with a wealth of relevant industry knowledge, detailed creative expertise and solid technical design capabilities and are currently positioned and marketed as the leading provider of AV and Lighting Solutions to the Health and Leisure Industry. Over the past 20-years we’ve built an impressive customer portfolio and reputation as the market leader within our sector.

The Opportunity

As Service Support Representative (Technical) your role will coordinate excellent customer service coordinating the prompt resolution of customer support requests, incidents or tickets. Supporting a Remote and first fix culture. Confident in your technical understanding you will escalate tickets, when appropriate, to the next level of technical support to ensure timely resolution.

With a high level of attention to detail you will log calls, keep customers fully informed, maintain service desk data and customer portals, undertake remote system fault finding and analysis. Manage routine software updates and roll‑outs.

A keen learner you will be an active participate in training sessions and share knowledge with your team members via the maintenance and updating of the knowledge base. You will support your own and team learning by identifying the need for creating and implementing technical documentation and user guides as required.

As a small team, we ask you to take your share of the customer calls and emails on a rotational shift pattern. These are based over three shift patterns between the hours of 07:00 and 19:00 Monday - Friday (40 hours per week) and will include a one in four on call week where you will be requested to be available later into the evening and over the weekend.

What You’ll Need

You’ll hold an IT qualification and be knowledgeable on IP telecoms and data networks. If you have a personal interest in Audio Visual this would be advantageous. Our customers are hugely important to us so we’d love for you to share with us your positive experience within a customer service/helpdesk environment.

This is a fast-paced role and needs a positive, effective and clear communicator, someone with a sense of strong team participation and a real determination to deliver prompt customer support resolution.

You will be comfortable within a fast-paced environment. Analytical and methodical you have a calm and approachable manner that encourages creative team problem solving.

We recognise you may not have full experience across all the areas that we need, and we are happy to encourage keen, quick learners who have some if not all of the skills we need to apply.

Nice to have - tell us if you have experience in any of the below

• Multiple technology systems
• Digital software systems
• Access control systems
• Fault-finding commercial Audio, Visual & Feature Effect Lighting Systems
• Programming language (e.g. Javascript, C# / VB.net, Etc.)
• Remote support using Teamviewer (or similar)
• PC (Windows) Networking, checking/setting IP addresses, subnet, gateway
• Creation of simple technical schematics for inclusion in Knowledge base.

What We Offer In Return

• Opportunity for development
• Defined Contribution Company Pension Scheme
• 32 days paid holiday

Due to the requirements of this role, we are unable to offer visa sponsorship under the Skilled Worker or any other immigration route. Applications from candidates who require sponsorship to work in the UK cannot be considered.

Hutchison Technologies Ltd is an equal opportunity employer that promotes diversity and is committed to creating an inclusive environment for all employees, including making reasonable adjustments throughout the recruitment process for candidates who require them.