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Technical Support/Helpdesk
You will providing after-sales support for Fortinet products and Sophos products .
Using our ticketing system technology you can follow-up the problems
If it’s a problem with the hardware or Firmware you’ll need to get an engineer in to sort it or go and fix it yourself.
Your daily to do list will probably look something like this:
• Working with customers/employees to identify the problems and advising on the solution
• Logging and keeping records of customer/employee queries
• Analysing call logs so you can spot common trends and underlying problems
• Updating self-help documents so customers/employees can try to fix problems themselves
• Working with field engineers to visit customers/employees if the problem is more serious
• Testing and fixing faulty equipment
Hours and environment
Your basic scheduled hours will be 40 hours a week, It’s a desk based job and you’ll spend most of your day on the phone or emailing customers/employees.
Skills and interests
You’ll need to be good with technology but also good at explaining it to people in a clear way.
The skills that will help you most in the job are:
• An ability to assess each customer/employees IT knowledge levels
• Being good with difficult callers
• An ability to think logically
• Good analytical and problem-solving skills
• Up to date IT and helpdesk skills
• An in-depth understanding of the software and equipment your customers/employees are using
• Good interpersonal and customer care skills
• Good accurate records keeping
Using our ticketing system technology you can follow-up the problems
If it’s a problem with the hardware or Firmware you’ll need to get an engineer in to sort it or go and fix it yourself.
Your daily to do list will probably look something like this:
• Working with customers/employees to identify the problems and advising on the solution
• Logging and keeping records of customer/employee queries
• Analysing call logs so you can spot common trends and underlying problems
• Updating self-help documents so customers/employees can try to fix problems themselves
• Working with field engineers to visit customers/employees if the problem is more serious
• Testing and fixing faulty equipment
Hours and environment
Your basic scheduled hours will be 40 hours a week, It’s a desk based job and you’ll spend most of your day on the phone or emailing customers/employees.
Skills and interests
You’ll need to be good with technology but also good at explaining it to people in a clear way.
The skills that will help you most in the job are:
• An ability to assess each customer/employees IT knowledge levels
• Being good with difficult callers
• An ability to think logically
• Good analytical and problem-solving skills
• Up to date IT and helpdesk skills
• An in-depth understanding of the software and equipment your customers/employees are using
• Good interpersonal and customer care skills
• Good accurate records keeping