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Technical Support Manager / Technical Manager

Location: LAVERSTOKE, HAMPSHIRE Salary: 29000.00 - 33000.00 GBP Per Annum
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 10 months ago Reference: 3075818
Technical Support Manager / Technical Manager sought by a growing technical business with offices near to Basingstoke. You will manage a team of Technical Support specialist who support telecoms and network solutions.

The role will involve technical and hands on management, candidates with no management skills will be considered.

Duties will include:
• Ensuring the Technical Team of 3 (including you) offer first and second line technical support in a timely and efficient way, focusing on swift resolution of the issue, and keeping the customer updated.
• Active monitoring of automatic alerts generated by devices in the field, and proactive action to resolve issues.
• Monthly reporting on departmental KPIs
• Liaising with suppliers for third line support issues.
• Undertaking technical validation calls on receipt of new contracts.
• Ensuring hardware is configured, delivered and installed efficiently in line with client expectations.
• Delivering telephone, online based training to customers demonstrating functionality of equipment.
• Delivering ‘in house’ training to staff and frequently used engineers
• Negotiation of installation costs with engineers.
• Ordering of hardware from external suppliers

Experience required:
• Technical Knowledge – In particular Networks and Phone Systems
• At least 4 years in roles that involve customer interaction, such as inbound call centre/helpdesk.
• Excellent customer and supplier facing communication skills, both written and verbal
• Proactive approach to work
• Excellent organization and prioritization skills with ability to juggle many different tasks
• Experience of working on a Telecoms or technical helpdesk
• Experience in personnel management

If this role would be of interest to you, please apply with your most up-to-date CV and I will give you a call to discuss the role in more detail.

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