Solutions Support Technician

Job Purpose Summary

Working within a post-sales support environment the Solutions Support Technican will respond to support incidents and service requests from CMS customers. The role will provide support in an efficient and effective manner whilst maintaining high levels of professionalism and exceptional customer service.

This role will also manage the CMS Service contracts via third party support companies.

Role Responsibilities

• Provide guidance and help to users with varying levels of expertise via telephone, email and onsite
• Ensure all support queries are resolved or escalated within the agreed timescales making sure that all closure information is correctly recorded and any relevant information required for escalation is captured.
• Respond to requests for standard warranty support and requests from third party support providers.
• Ensure customers are regularly updated on the status of a ticket and receive excellent customer service
• Keep up to date with technology and service developments within the industry and make recommendations where appropriate
• Liaise with 3rd party companies or contractors to resolve issues where a 3rd party service is provided.
• Work with 3rd party providers to ensure relevant stock is in place to cover any on site SLA’s.
• Triage support tickets within agreed SLA’s, both with CMS customers but also with CMS vendors who we may act on behalf of.

Additional Responsibilities

Skills & Personal Attributes

• Experience in a line 1 tech support role
• Experience using a ticket system and working to SLA’s
• A good understanding of the following:
  • NAS / Server hardware
  • Windows 10/11
  • Windows Server
  • Fundamentals of networking
  • Some understanding of Linux

Key Traits