It Manager Job Description
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1JOB DESCRIPTION
Title
Software Support Engineer
Reports to:
IT Manager
To provide software support services for software products supplied
Job Purpose
by the company. These will be both at the companies address and at
customer’s locations. To provide a technical training as required.
Accountabilities
1. Provide telephone and online helpdesk support to customers within the agreed SLAs and
to ensure the customer receives a professional support service
2. To plan and attend customer’s sites to provide support services, that will include
installation of software, associated hardware, and provide end-user training.
3. Document all support activities and escalate unexpected functionality to other department
members and code developers.
4. To support the senior developer in enhancing and maintaining the software based
products owned by the company.
5. Assist in the duties of other IT team members as required in achieving the department’s
service obligations.
6. Be aware of and comply with all Company policies and work procedures, with specific
attention to Quality, Security, Health and Safety
7. Ensure all Company assets are protected from unauthorised access, disclosure,
modification, destruction and interference
8. Report security events or potential events which may result in a security risk for the
Company
Skills and Competencies
Aptitude for computer maintenance, with good analytical and diagnostic skills.
•
Ability to record, communicate and transfer internal and external communications, both
•
verbally and written with an attention to detail.
Customer service skills, ideally in IT support background desirable
•
Person Specification – Experience and Personal Attributes
Confidence to communicate effectively, must have a professional appearance and attitude
•
with friendly disposition, able to gain credibility
Experience of a customer facing role, ideally in a software environment
•
Must be able to work on own initiative, self-disciplined and with minimum of supervision
•
Willingness and ability to learn
•
Ideally able to demonstrate up to date knowledge of PC operating systems used within a
•
B2B IT environment, including database connectivity.
Person Specification – Qualifications
Educate to 'A' level standard or have gained relevant business experience
•
Have a Current UK Driving license
•
The details contained in this job description outline the key accountabilities required in the job and will be regularly reviewed with
the jobholder. The contents are not contractual and may be subject to change from time to time to reflect business requirements.
Job Description
Page 1 of 1
Issue Date: 03/11/15
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