Job Ref: 214879829

Date: 2021-10-12 15:59:35

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IT Product Specialist

Field-based (Head office based in Milton Keynes)

Salary: – £43,000 + KPI Bonus of £8,000 + Company Bonus £5,400 and Company Car

Our prestigious and award-winning client is currently looking to recruit an IT Product Specialist to assist their customer base by providing leading IT scientific support. The successful candidate will possess the passion and experience to deliver exceptional application and hardware support both on-site and remotely.

Excellent Company Benefits: -Holiday Entitlement 28 days plus (8 days bank holiday), Bonuses, Pension, Health Care Insurance (BUPA), Cash Plan (Simplyhealth), Income Protection Insurance, Educational Grant Scheme, Employee Assistance Program, Life Insurance 6 times the annual salary, Perkbox, Gym membership and Company Car

Key Responsibilities

* Telephone Support – Respond within pre-defined KPI time scales

* Accurate and timely electronic call recording and logging

* Utilise remote access applications where appropriate, abiding by rules governing its usage

* Call data accuracy/ First Time Fix Rate

* Create and update as required documentation relating to training, installations, SOPs and regulatory issues.

* Plan installations and instrument software upgrade schedules

* Administer and deliver customer training courses in-house and in laboratory

* Continually update training course material to reflect new practice

* Maintain high customer competency examination pass rate

* Develop and promote customer portal

* Conducting full investigations of incidents

The successful candidate will possess the following:-

* TCP/IP awareness

* Experience of Remote IT Support

* Customer Focus

* Technical and logical problem-solving capability

* Reading and understanding scientific and/or technical documentation

* Experience with IT troubleshooting, Event Viewer, Management console

* An awareness of data security requirements and good working practice

* Full Clean Driving Licence

* At least 2 years 'experience working within a blood science laboratory

Desirable skills

* Call centre/ Support Centre experience

* Training in troubleshooting and installing virtual environments (VMWARE/Hyper-V)

* Experience of Laboratory IT systems

* Microsoft /CompTIA certification

* BSc (Hons) degree in Biomedical Science or equivalent

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