Support Analyst
- Location:
- Cardiff jobs
,
South Glamorgan jobs
- Salary:
- Negotiable
- Company:
- Excelerate
- Job type:
- Permanent jobs
- Date posted:
- 21/11/2009 09:00
- Job id:
- 45843635
- Contact:
- Mary Stokes
- Ref:
- Totaljobs
Job Description for: Support Analyst
Sector: Private.
Date: November 2009
Definition.
Post: Support Analyst
Reporting to: Support & Services Manager
The Company: Excelerate Technology Limited.
Summary
The post holder will provide the client with Installation, Support and Advice on a day to day basis and to the highest quality standards specified by the company procedures.
The Post holder will in a short time, practise a high level of competence, expertise and understanding of the company’s products, processes and modus operandi relevant to this position. An exemplary success based work record with an excellent work ethic. The post holder will provide the company with written progress reports, on a daily basis or at a frequency determined by the Technical Director using the procedures defined within the company procedures documentation.
Requirements.
Application are invited from those possessing the following skills, knowledge and relevant experience
·A team player highly motivated and organised. (time served)
·Electronic equipment installation, repair and support
·Computer Networking design, fault diagnosis, configuration (routers, switches firewalling etc C.N.A./E would be anadvantage)
·WAN/Wireless installation and configuration
·Telephone analyst experience.
·Computer, server assembly and maintenance
·Programming experience ( Java, C, Visual Basic, SQL …other)
·Full, clean drivers licence.
General Duties
- Plan and prepare products and services needed to fulfil sales orders assuring the scheduled completion is met.
- Provide telephone support for clients following company procedures. This will involve working in a 24/7 shift pattern with other members of the Support Analyst team.
- To ensure that the department’s working areas both on and off site where possible, are conducive to the type of work being carried out.
- Record and report any loss, damage or injury incurred as a result of work carried out on behalf of the company.
- To ensure that any company related expenditure you make adheres to company procedures.
Operational Duties Knowledge and Expertise.
As the post holder you will be expected to ensure that the company’s clients experience the highest quality of service we can provide. You will be responsible for ensuring that the completion and disseminating of the following match the company’s expectations.
·Installations
oProduct and Service Functionality
oInstallation Security
oQuality of craftsmanship.
·User Training
·Testing and Documentation
·Communication and Scheduling
·Ad-hoc duties required by the company.
·Self
- Open to learning new products, services or procedures.
- Motivated
- Reliable
- Organised
Conclusion
The post holder is expected to be able to work equally well on their own or as part of a team. The holder must at all times be reliable, communicative, motivated and highly organised. From the diversity of the company’s product portfolio it will happen, from time to time, that an unusual or unknown issue will occur. The post holder must have sufficient knowledge, experience and expertise to be able to utilise their resources to resolve such issues. This is a results based post and as such the holder will be expected, from time to time, to work outside of their contracted hours in order to achieve the required results. As the company grows it is expected that we will obtain clients throughout the globe, the post holder will therefore be expected to travel to clients, on an installation or support basis. These visits may exceed one night and the post holder will be expected to have the flexibility to see the job through to completion. Expenditure for such visits will adhere to the procedures stated in the company procedures documents.
The company will provide all necessary training defined by the departmental training needs analysis. This analysis is conducted through continuous assessment by line managers and business needs. Training takes the form of
- In house
- Instructor led
- Self study or CBT
This is by no means a comprehensive or expansive job specification document. Due to the diversity of the company’s product and services portfolio the company therefore reserves the rights to change, modify, add or remove the post holder’s where necessary.
