Primarily involved in responding to and resolving customer opportunities, this might entail working on customers help desk, attending any number of customer sites during a roll out or being involved in customer one off situations. This will include pre-sales activity including information gathering, attending customer meetings and working closely with Account Managers and the Project Office to ensure customer satisfaction.
The individual must be highly motivated and able to work on their own initiative as well as part of a team. Expected to play an active role both within Ultima and client teams, remaining flexible to support others in busy periods and be prepared for working long periods away from home. Long journey times may also be involved so a flexible approach is of vital importance.
First & Second line telephone support and deskside support at various customer or internal environments delivering against customer internal OLA’s, SLA’s and KPI’s.
Configuration - all aspects of desktop/server hardware installation, multiple builds and imaging machines for deployment into the customer environment.
Microsoft support for all aspects (MS Office, Windows (desktop), Windows (Server), Exchange, O365, TCP/IP, General Network troubleshooting, desktop troubleshooting)
Hardware support for all aspects (HP/IBM/Dell/Apple server hardware, all aspects of desktop hardware troubleshooting, printer/fax/phone hardware and software troubleshooting/maintenance)
Installation and cable management of rack power systems, rack power ups and testing
Installing customer hardware and software on site.
Fault finding and fixing PC users hardware and software
Actively strive to improve technical ability by self-study, organised in-house training and attendance of external courses
Working within customer environments adhering to their policies, procedures and Health & Safety guidelines and where possible look to promote Ultima’s solutions to its customer base.
Be responsible for any of Ultima’s property that may be within your care.
Windows 7, 8.1 and 10, Internet Explorer, Outlook 2010, Office 2016 / O365, Anti-Virus, Windows Remote Support Tools and Network Infrastructure.
1st – 2nd Line technical understanding, Rollout Experience / IT Refresh / Transformation Projects
Hardware Knowledge – PC’s, Laptops, Servers and Printers
Experience in a technical customer facing role
Communication skills both written & spoken required for communicating to the customer and internally at Ultima. Involvement in writing up procedures and documents may be required