Expires soon CANON

Software and Hardware Solutions Helpdesk-2nd line support, Reigate, Surrey

  • Reigate (Surrey)
  • Administration

Job description

Job Purpose and Summary

You'll be resolving complex technical software problems escalated from both internal and external sources. The 2 nd line Support professional will need wide ranging technical experience of the Microsoft portfolio (including Windows 2008/2012 and SQL), possess excellent hardware troubleshooting skills and the ability to resolve faults efficiently and within tight  Service Level Agreements (SLAs).

What we give

With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

You'll be analysing, researching and recreating client issues reported on the software products via the use of an internet based internet management system and working to resolve solutions/strategies in order to focus on issue prevention

Using your organisational skills you will manage complex technical issues in a timely and methodical manner and ensuring you remain close to the progress being made to resolve the issue.

Using your technical skills you'll validate and manage all escalations to 3 rd line and/ or Vendors and completes all documentation which supports the escalation process.

Implement solutions which may include executables and support packages to resolve incidents and problems

Your excellent communication skills will allow you to communicate complex issues to your audience in an understandable way as well as being able to articulate yourself successful at all levels of the organisation.

Mentor 1st line helpdesk professionals to reduce escalations and improve efficiency and attend and facilitate conference calls which support resolution of incidents and problems
You'll  identify and document root cause analysis when required and will need to have excellent written skills as you'll document and communicate known issues to the 1 st line to reduce escalations.

You'll receive training as required to succeed in this role.
Your career at Canon is important to us and we encourage you to own your development with the support and guidance of your Manager.

What we ask

We need people who can achieve the exceptional by working collaboratively, who have the courage to risk new ways of doing things and the ability to see the world the way their customers see it. We're looking for creative problem-solvers like you, someone who can ensure Canon stays ahead in an ever-changing world.

You will be a highly skills technical specialist, who is self motivated and committed to your work and genuine interest in technology and how it works. You will enjoy working as part of a team, supporting others and sharing your knowledge. You will have excellent written and verbal communication skills.
You will be highly organised and can manage your workload effectively, be an analytical thinker and a drive to always exceed customer expectations.



From a technical experience perspective we're seeking those with established  ‘hands-on’ experience of managing windows based server / client environments (minimum of 2 years with Windows Server 2008 R2 and Windows 7 or previous MCSE 2003) and solid experience in supporting multi-site environments; including network infrastructure, LAN/WAN, AD/DNS, clustered and mirrored environments

Industry qualifications (e.g. MCP/MCSE/CAN/CDLA/CCNA).

Product certifications (Uniflow/Therefore/Iris). Ideally we are seeking these skills but we would consider those who have the other qualifications as well.

You will need

You'll have effective communication skills,  will be team spirited and enjoy creating solutions to technical problems using your analytical skills. You enjoy driving results, take ownership of your workload and being accountable for the decisons you make. Above all you have the customer focus at the heart of your work ethic.

Further Information

Closing Date – Thursday 5th January 2016.  Please apply as soon as possible

Location – Reigate, Surrey RH2

Salary - £35,573 to £37,550 + 5% bonus

Key Benefits

Basic 25 days holiday plus bank holidays (increasing to up to 27 with long service)

Pension scheme available upon joining Canon UK Ltd

Life Cover for those in the pension scheme

Free private healthcare for all employees (tax on benefit payable by employee)

Long service awards

Focus on learning and development and career progression

Staff purchase scheme.

You @ Work scheme – discounts with over 100 named brands and suppliers on their products and services

Employee forum network

Summer Hour Policy- giving you back some time to enjoy the sun in the summer time!

Opportunities for career related development, technical training to keep abreast of technology in your field of expertise.

 

 

 

No agencies please

Canon is enriching lives and businesses in incredible new ways. You can play a part in shaping the future of a company that’s strong, ambitious and considerate, where people do great things together. You can expect the exceptional and achieve the exceptional, with the world's best imaging company. 

Expect the Exceptional.

Make every future a success.
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