Job Description
Department: Remote Support Technician
Reports To: Remote Support Team Leader
Location: Cardiff (Hybrid)
Overview:
Provides technical support identifying, investigating, and resolving customer issues with software and hardware for problems. Day to day responsibilities consist of: Installing, testing, maintaining and troubleshooting. Escalating issues accordingly and maintaining communication with customers and manufacturers.
Essential Duties and Responsibilities:
- Supporting customers on installation and support on software and equipment issues
- Walking customers through functions and back-end operations of equipment and software
- Responding effectively and quickly to calls booked by the ServiceDesk and Installation teams to resolve customer issues or escalate if appropriate.
- Providing technical support on incoming issues related to software and hardware issues and to identify parts as appropriate.
- Completing accurately and timely all Service appointments with work carried completed and any additional actions needed.
- Working through the process of solving problems and supporting additional training where appropriate
- Troubleshooting network and connection issues
- Performs routine inspection of equipment remotely.
- Updates computer software and operating systems
- Identify error codes work to resolve or escalates if on site engineer is required.
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Physical Activities:
This position will be working in an office environment, utilising typical office equipment.
Knowledge, Skills & Experience Required
- Good problem-solving skills and the ability to come up with creative solutions.
- Working knowledge of resolving issues remotely using systems such as TeamViewer
- Excellent listening skills to establish the issues the customer is facing.
- The ability to multitask as you maybe resolving multiple issues simultaneously.
- The ability to work well under pressure when things go wrong.
- Working knowledge of a CRM system
- Knowledge of engineering and technology would be an advantage.
Education:
- Standard level of education required qualification in Maths & English
- IT skills such as a level ICT certificate
- Microsoft qualification an advantage
Industry-specific certification in relevant computer languages or software may be an advantage.
Our benefits include:
- A competitive salary
- 25 days holiday a year, with ability to buy up to 5 days holiday each year
- Life Insurance
- Cycle to Work scheme
- Subsidised gym membership
- Access to Health & Wellbeing Apps
- Employee discounts
- A hybrid, flexible working culture
About Henry Schein:
At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers - enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.
We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professionals who are dedicated to meeting the needs of our customers. Every TSM shares a singular focus, fostering an environment that allows each of us to achieve our goals.
Henry Schein offers a diverse range of career opportunities, and we firmly believe that by fostering an environment built on ethics, open communications, mutual benefits, creativity, and recognition of the contributions of all TSMs-at all levels-we can help ensure that our best years are yet to come. As such, we are proud to be an equal opportunities employer and our integrated approach to diversity and inclusion ensures success by cultivating our Culture, recruiting, and retaining diverse Talent, supporting our Marketplace, and continuing our commitment to Society.
As a business we are committed to fulfilling our responsibilities as a Corporate Citizen, and we've been recognised for nine consecutive years by Ethisphere as one of the Worlds Most Ethical Companies.
Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.