Technical Support Consultant

Responsibilities & Duties

- Respond to issues or queries logged in our third party ticketing system in line with our SLA’s - Trouble-shoot issues and queries in order to provide a timely solution - Escalate issues and queries via the appropriate internal channels where necessary - Ensure the customer is kept up to date regularly on progress in line with our SLA’s - Ensure all activities are recorded appropriately

Skills & Requirements

To be successful in this position, you would have:

• A degree or similar in an IT related field
• Over 5 years experience in a helpdesk environment or similar, working with US-based customers
• Customer oriented and excellent verbal and written communication skills
• Ability to work independently and/or as part of a team
• SQL Server skills (e.g. interrogating databases, understanding table structure, running queries & Stored Procedures)
• Understanding of IIS and Web hosting would be an advantage
• Working knowledge of ERP/Financial systems (SAP B1, Sage, Navision, etc) also an advantage
• Taking own initiative
• Strong troubleshooting skills and attention to detail (considering the long scripts and logs used)
• Full fluency in English language

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