Job Title:    2nd Line Customer Support

Company:  AMX Solutions Ltd

Location:    Bristol & Bath Science Park, Dirac Crescent, Emerson’s Green, Bristol BS16 7FR

Position:    Permanent, Full-Time eg 37 hrs per week worked Mon – Thu 0900-1700 and Fri 0900-1630.  

Salary Range:   Between £25,000 and £30,000 per annum depending on experience

AMX Solutions Ltd (AMX) has over 10 years’ experience as a leading provider of Infrastructure Asset Management software in the UK and to users worldwide, excelling in the delivery of high quality, customisable asset management software to support organisations' key aims and objectives.  

Job Description

We’re looking for a bright, personable candidate to join our friendly team in a dynamic, fast growing company based within the Bristol & Bath Science Park.  This is an excellent opportunity to further your career in the IT sector in a blended role that combines 2nd Line Support with Technical Authoring.  We are looking for a candidate with excellent customer service skills that also has programming experience to analyse software source code when required. This is to help assist our developers in quickly and efficiently resolving the issue. The role is subject to a 6 month probationary period.

To support new and existing customers we are looking for a confident individual to provide technical support to end users.  Your Main Duties will include:-

Provide 2nd Line Support:

• Liaise with customers through various support channels to resolve software issues escalated from 1st Line

• Analyse application support code to identify issues

• Prioritise support tickets according to the AMX Solutions Service Level Agreements

• Resolve and/or escalate support tickets within the customer Service Level Agreements

• Verify/duplicate customer technical issues

• Raise a bug fix form with detailed information about the issue.  Include process flows, decision/action outputs and specify any rules required to help Developers code a solution.

• Update user support material to reflect the change and upload to our online Customer Support site.

Documentation:

• Produce procedural documentation, diagrams and written instructions for repeated support calls to enable customers to help themselves using our Support website.

• Create and update training manuals.

• Help with documentation used across the company.

• Help with project documentation.

Essential Experience/Skills

• Minimum of 2 years’ experience in a similar IT role.

• Experienced at working with IT systems, especially with databases eg. Excel, Access, SQL Server.

• Strong verbal communication skills and enjoys interacting with customers.

• Exceptional customer service skills

• Excellent document skills with good spelling/grammar.

• Proficient with IT including MS Office, image and video editing.

• Ability to quickly learn new skills and good at problem solving.    Programming experience

Qualifications

• A Level English or similar, with good grammar and attention to detail.

• A degree in Information Technology or Computer Science would be advantageous.

• The candidate must be able to prove their eligibility to work in the UK.

Desirable Experience

• Experience in Asset Management or engineering.

• Experience with working for or with Local authorities or similar organisations.

• Experience with Internet Information Services (IIS)

• Experience using SQL Server 2012 or above

• Experience using Microsoft Azure cloud platform

• Knowledge of ITIL framework

This is an exciting opportunity for a motivated and versatile individual looking to demonstrate their passion for IT, build on their IT knowledge and grow with our organisation.

We are required under GDPR law to obtain your informed consent about the data that we may hold about you as it provides you with a better understanding of how we will use your data for our recruitment process. Please read through and understand our Privacy Policy.

If you agree to our use of your data and wish to progress your application, then please e-mail your CV to helen.lake@amxsolutions.co.uk inserting the following consent statement:-

“I, [insert your name] on [insert today’s date] hereby freely give AMX Solutions Ltd consent to use and process my personal data relating to my job application, as stated in the AMX Solutions Ltd Privacy Policy, in line with current GDPR guidelines”.

We regret that any applications received without this explicit consent cannot be acknowledged and the application/CV data will be deleted immediately.

Closing Date for Applications: Friday 8 November 2019

Recruitment Agencies: We will only be considering direct applicants initially; if we require help to fill the position after the closing date then we’ll contact you.