Support Technician (Applications)

A vacancy exists for a Support Technician (Applications) within Traka - Olney, Milton Keynes.  
About Traka:
Traka designs, installs and supports a range of electronic key and locker management hardware along with class leading software solutions that underpin the critical operations of blue chip organisations across the world.    
Traka's products have won the Queen's award for Innovation in 2004 and 2012 and for International export in 2008.   We are world leaders in our applications into a wide variety of channel markets including Automotive, Government, MOD, Prisons, Education, Fleet, Distribution Centres and Data Centres.    
Traka is part of the ASSA ABLOY group, a more than 45 billion SEK organisation and the world's leading manufacturer and supplier of door opening solutions, meeting tough end-user demands for safety, security and convenience.    
Job Description:
The primary purpose of this role is to offer Traka 1st & 2nd line software and hardware support to our UK & worldwide customers, using verbal and written communication methods.
Main Duties:  
  • To provide prompt 1st and 2nd line telephone or dial in support dealing with our customers and worldwide distributors. 
  • Investigating faults and technical issues, documenting and following up to closure.  
  • High level of Ticket Management required for your work load 
  • Raising appropriate Field Service Work Orders for engineers  
  • Setting up test systems to mimic customer faults. 
  • Reporting bugs to R&D and working with R&D to provide resolution to customer issues. 
  • Team working and sharing knowledge of Traka problems and fixes 
  • General administration within the customer services department 
  • Any other duties required to assist in supporting the achievement of the Company objectives. 
Principal Accountabilities:
  • To ensure that Technical Support cases and enquiries are handled quickly and proactively through to conclusion via the appropriate communication methods (telephone, e-mail, customer dial-in etc), including progression to engineer call out or transfer to R&D (or other departments) for further investigation and resolution.   The team also provide support to more advanced users as well as issuing software licensing and booking site visits 
  • Maths and English C grade 
  • IT qualification maybe and advantage 
  • Working knowledge of IT networking and IT support environment 
  • Working knowledge of Access and SQL databases 
  • Working knowledge of Applications support 
Functional competencies:
  • An understanding of and a belief in good customer service  
  • Accuracy in work and attention to detail  
  • Flexibility and adaptability in tackling new tasks 
  • Strong written and verbal communication skills 
  • Ability to prioritise workloads and tasks 
  • Team player 
Special competencies:
  • Computer Literate particularly in system support and networking 
  • Positive 'can do' attitude required 
Personal characteristics:  
  • Self-motivated and ability to work with initiative 
  • Good oral and written communication skills 
  • Be able to work as part of a team 
  • Able to proactively manage and document own workload 
  • Genuinely interested in Customer Service and how things work 

United Kingdom

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