IT Support Administrator
Here at Cetus, we are always on the lookout for talented individuals to join our expanding team. Our team are constantly striving to make a difference – whatever the role – in delivering transformational IT services to UK businesses. If you thrive in a fast-paced environment, where you can make a real difference; then we are sure you are going to love it here.
With our head office based in the heart of Salford Quays; we pride ourselves in having an energetic, and fresh office culture. With BYBO (Book You Birthday Off), competitive annual leave and regular team night outs among other benefits. We will not only invest in your development, but also provide a great, supportive environment for you to grow, develop, and fulfil your potential.
We have a lot of talented and very skilled engineers in our Technical Support Team who are enthusiastic about sharing their knowledge and growing the Team; we all strive to learn and provide excellent service.
Details of the role;
To promote efficient and effective support management we are looking for a Technical Support Administrator who will support and coordinate our Technical Support Team by Logging, monitoring and reporting on all elements of the ticket lifecycle.
The role also requires all contract elements to be accurately recorded on our Support Software and various ad-hoc administrative tasks which relate to Technical Support.
Overview of Technical Support tickets:
Ensuring tickets are responded too & resolved within Service Level Agreement times.
Coordination of ticket queue.
Ensuring procedures are followed when engineers are dealing with tickets.
Overview of Service Tasks (Proactive Tasks): –
Ensuring all service tasks are being actioned within contracted time frame (Service Tasks may include DR tests, Patching, backup checks etc)
Overview of Technical Site visits: –
Booking site visits at Customer sites in accordance with contract.
Ensuring site visits are assigned to an Engineer and site visit tasks are actioned.
Responding to emails in Main Support mailbox:
Logging and updating support tickets from customers & automated emails.
Updating existing tickets with updates from Customers (via email and phone).
Overview of Automated Alerts from monitoring system: –
Ensuring that Engineers are investigating and taking action outstanding alerts from the monitoring system.
General Admin Tasks:
Creating Monthly Managed Service Reports which detail ticket breaches and trend analysis of type of faults.
Creating reports for ticket stats which show workload, SLA breaches etc.
Creating Daily backup reports which are emailed to the customers.
General overview of rota to ensure the Technical Support desk has enough cover 8am to 7pm. Also emailing customers which have Out of Hours support the Out of Hours Engineer contact details.
Adding & amending Support contracts into ERP platform, along with all related information including support technology, systems, service tasks and documentation repository.
Dealing with customer queries via Support phone when all engineers are busy.
We are looking for an experienced administrator who has a professional, personable and positive demeanour. Able to build a good relationship with our Technical Engineers yet instil formation and structure to an often adhoc and variable workload.
The ideal candidate will have:
• Excellent communication skills via the phone and email.
• Ability to thrive in a busy challenging Service environment.
• Good Multi-Tasker and shows grace under pressure.
• Able to take ownership of tasks and to handle workload in an organised manner.
• Able to absorb the technical expressions associated with Technical Support (not required to have technical knowledge just a willingness to pick up on the technical expressions).
• As you will be dealing with a team of Engineers we are looking for someone who is fair yet firm when Coordinating tickets, service tasks, alerts etc
• Good English literacy and numeracy skills.
• Prior knowledge of ticketing systems and ITIL would be an advantage.
• Good computer skills with Microsoft Office would be an advantage.
Hours of work;
Your normal hours of work will be 9am to 5:30pm, Monday to Friday inclusive of an hours unpaid lunch break each day totalling 37.5 hours a week.
To apply, please send a copy of your CV to firstname.lastname@example.org