Technical Support Specialist (Graduate)

Job Description

Job Title:            Technical Support Specialist

Ref: ANC-TSS-0512

Reports To: Customer Services Manager

Location:            Bracknell – office based

Remuneration:   £20,000 Basic Salary + Bonus + Benefits

About Ancoris:

Ancoris is an award-winning cloud service provider specialising in messaging, collaboration and enterprise security solutions. The company has built a reputation working with cloud technology providers and is the leading Google Enterprise Partner in the UK. Ancoris offers assessment, deployment, change management and support services for innovative and cost effective cloud projects.

The Ancoris team:

  • Provides vendor-level implementation expertise and support for all its Cloud Computing based or on-premise software and appliance offerings.
  • Has over 20 years experience of implementing and supporting on-premise enterprise infrastructure solutions
  • Has over 5 years experience of implementing and supporting Cloud based services including Google (Postini and Google Apps) and Cisco (Scansafe)

Purpose:

To provide post-sales technical  and development support for Cloud based services specialising in Google Apps for Business, Google App Engine, Enterprise messaging and collaboration based solutions.

This is a challenging role that will suit a recent graduate. The role requires excellent technical and customer service aptitude coupled with strong business acumen.

We offer an exciting opportunity to play a significant role in the Cloud Computing revolution within an exceptional and challenging working environment.  This role provides the opportunity to learn from an experienced, dynamic and friendly office based team and to develop your technical and professional career.

Key Responsibilities:

Customer Support Responsibilities

  • Investigate and resolve technical issues with all corporate clients in a timely, professional and effective manner
  • Answer, evaluate, prioritise incoming telephone, voice mail, and e-mail requests for assistance from customers related to software products supplied by Ancoris
  • Carefully document activities and customer/vendor interactions to ensure accurate call tracking
  • Proactive communication of required escalations through Ancoris technical management and vendor level support processes
  • Provides technical account management to existing accounts, ensuring customer satisfaction and identifying incremental revenue opportunities
  • Occasional onsite work

DevOps Responsibilities

  • Carry out Development and Scripting assignments for customer and internal projects as required
  • Identify opportunities to provide scripted or developed tools to assist in customer deployments and support
  • Develop close links with Ancoris’ development partner organsiations and Google UK Ltd as required
  • Develop and maintain knowledge levels and skills suitable for a fast moving development marketplace.

    Internal Support Responsibilities

    • Provide office based IT support for Ancoris internal systems
    • Provide office based IT support for Ancoris field based engineers and other staff

    Technical Competencies

    Must understand and be able to demonstrate the following (working knowledge advantageous):

    • Understand messaging and mailflow concepts (Exchange)
    • Windows systems (Active Directory)
    • Knowledge of development environments (Java, Python) and scripting techniques in a Cloud environment
    • Networking concepts (DNS, Proxy Servers)

    Education and Behavioural Competencies

    • Must have attained a minimum 2:1 class honours degree in Computer Science, Information Technology or similar
    • Must be fluent English speaker
    • Experience in a customer services based role is an advantage
    • Experience in development or scripting is an advantage
    • Must demonstrate a high level of professionalism
    • Must have excellent oral and written and listening communications skills
    • Likes dealing with customers both remotely and occasionally face to face
    • Ability to see wider customer requirement, take ownership and see things through to successful case or project closure
    • Must be self-motivated, show initiative, able to multi-task and manage priorities effectively, and work well as a part of a team.
    • Must have a “can do” attitude
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