3rd line support technician / Work, Jobs (with Salaries)

1st Line Support Technician
Tevalis —Kingston upon Hull
- £28,000 a year
- Weekend availability
- Hospitality
- Software troubleshooting
- In-person
- Free parking
- Employee assistance programme
Quick apply
1st & 2nd Line Customer Support Technician
Care Control Systems Ltd —Tavistock
- £25,000 - £27,000 a year
- Full-time
- Hybrid work
- CRM software
- Customer service
- Windows
- Free parking
- Annual leave
Quick apply
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Vacancy 1: Escalations Technician – 2nd/3rd Line Duties
EvolvIT —Bristol
- Azure
- Customer service
- Computer networking
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Service and Testing Technician
Titan Energies Ltd —Aberdeen
- £28,000 - £35,000 a year
- Full-time
- Engineering
- Maintenance
- Organisational skills
- Free parking
- Health & wellbeing programme
Quick apply
3d
Systems & Operations Engineer
Appello —Norwich
- £45,000 - £50,000 a year
- Full-time
- Hybrid work
- Azure
- Customer service
- AWS
- Free parking
- Employee assistance programme
11d
Technician - North American Property
Ardonagh Specialty —London
- Full-time
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Computer literacy
- Annual leave
Quick apply
Electrical Assembly Technician
R&M Electrical Group Ltd —Aberdeen
- Full-time
- Assembly
- Continuous improvement
- IT
- Free parking
- Annual leave
Quick apply
6d
Project Coach BSEIW - FTC
Institute of Physics —Cardiff
- £39,500 - £41,500 a year
- Part-time
- Hybrid work
- Bilingual
- School
- Teaching
- Annual leave
- Employee assistance programme
Claims Associate
Oneglobal —London
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Communication skills
Electrician- Derby
Sureserve —Derby
- £40,000 - £44,000 a year
- Customer service
- Maintenance
- Organisational skills
- Annual leave
- Employee assistance programme
Quick apply
Skilled Technician
Veolia ES (UK) Limited —Wembley
- £22.50 an hour
- Full-time
- Driving
- Mechanical knowledge
- Annual leave
- Employee discount
Quick apply
Design Engineer
M Group —Nottingham
- IT
- Communication skills
- Annual leave
- Employee assistance programme
Day Maintainer (Grinder) - Location - UK - Based (Wales & Western Region)
Harsco Rail —Eastwood
- Full-time
- Remote
- Microsoft Outlook
- Customer service
- IT
Quick apply
Technical Services & Compliance Manager – Data Centre Solutions - London
CBRE —London
- Full-time
- IT
- AI
- Communication skills
Electrician- Northampton
Sureserve —Northampton
- £40,000 - £44,000 a year
- Customer service
- Maintenance
- Organisational skills
- Annual leave
- Employee assistance programme
Quick apply
Lead Teacher Chemistry
The Oratory School —Woodcote
- Full-time
- English
- Bachelor's degree
- In-person
- Free parking
Quick apply
7d
Lead Design Engineer
M Group —Nottingham
- Communication skills
- Annual leave
- Employee assistance programme
2nd Line Support Technician
dbfb Ltd —Northampton
- £30,000 - £35,000 a year
- Full-time
- Hybrid work
- Azure
- Microsoft Office
- Phone etiquette
Quick apply
1st Line Support Technician
Techary —Orpington
- Azure
- Microsoft Outlook
- Customer service
Quick apply
7d
IT Support Technician
The Granite Group —Sevenoaks
- £34,000 - £36,000 a year
- Full-time
- Hybrid work
- Windows
- Computer networking
- In-person
- Flexible schedule
Quick apply

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1st Line Support Technician

Tevalis -
Kingston upon Hull

Quick apply

Job details

Full-time
£28,000 a year

Benefits

Free parking
Company pension
Employee assistance programme
Life insurance
Referral programme
Sick pay
On-site parking

Qualifications

Hospitality
Software troubleshooting
Technical support
Root cause analysis
Communication skills

Full job description

Tevalis is a well-established and rapidly growing industry-leading EPOS, Enterprise, and integrated technology solutions provider with offices in the UK, Middle East, and APAC regions. Using our development expertise and industry knowledge, we build in house EPOS systems, solutions, and services to the hospitality industry of all shapes and sizes, from single independent operators to enterprise multi-site chains and leading brands. We currently support on-premises systems and enterprise platforms for more than 2,000 operators globally. Our clients operate in key sectors that include Restaurants, Food Halls, Pubs and Clubs, Quick Service and Kiosks, Hotels, Theatres and Cinemas, Private Members’ Clubs, Hotels, Leisure Venues and Stadia & Arena.

The Role

Due to internal career progression, we are looking for 1st Line Support Technicians to join our Support Team at Bridgehead Business Park, Hessle, who will serve as the initial point of contact for customers experiencing technical issues with our EPOS technology. This role is crucial in ensuring that our clients can continue their operations smoothly and efficiently. By handling inbound support cases via tickets, email or phone, you will triage and resolve issues on first contact whenever possible. When issues cannot be resolved immediately, you will escalate or transfer the cases to the appropriate team, ensuring that customers receive timely and effective resolutions.

In this role, the Technician will not only address technical problems but also build strong relationships with our customers by providing exceptional service and support. It may be necessary to liaise with third parties and other departments to provide updates and aid in the resolution of cases. Additionally, you will be responsible for raising documentation update requests when outdated procedures are identified, ensuring that our support processes remain current and effective. This role is integral to maintaining customer satisfaction and trust in our EPOS technology solutions.

Please note Tevalis do not offer sponsorship and you must be able to have the Right to Work in the UK.

You must also be able to commute to our office in Hessle as this is an office-based role.

Role and responsibilities

Investigate and resolve customer queries, providing support and expert knowledge by phone, email and other channels as required.
Handle break/fix cases promptly to ensure resolution within SLA.
Escalate as appropriate to relevant teams in the business (e.g. 2nd line, Integrations, etc) to ensure continued investigation and prompt resolution of issues.
Liaise with 3rd parties and internal teams to provide updates and aid resolutions as appropriate.
Accurately record details of customer contact and activities carried out in the ticketing system.
Work together with colleagues to identify potential problem issues – i.e. where an individual incident is affecting multiple customers.
Handle the Return Merchandise Authorisation (RMA) workflow where a device is broken and cannot be remotely resolved.
Action the service requests queue on a rotational basis.
Be the voice of the customer within Tevalis and ensure regular updates are provided to keep the customer informed of the status of their case.
Support documentation updates by highlighting misalignment and, in some cases, update documents personally (with authorisation from your Support Manager) to ensure accurate, up-to-date information.
Some weekend working will be required.

Required Skills, Experience and Personal Qualities

Familiarity and experience with troubleshooting hardware and software issues (preferably within EPOS systems).
Understanding of common technical support practices.
Ability to communicate clearly and empathetically with clients via multi-channel support.
Capable of root cause analysis and problem solving.
Experience of telephony and ticketing systems (preferably Halo ITSM) as well as knowledge management systems.
Ability to work as part of a close team and also with cross functional teams and 3rd parties.
Strong written communication skills to enable accurate documentation compilation.
Skilled at prioritising tasks with a focus on ensuring timely resolution of customer issues.
Experience in the hospitality industry and EPOS technology is preferred but not essential.

What We Offer

Competitive salary.
A company with strong product-market fit, a clear growth plan and a great story to tell.
Additional holidays: 25 days plus bank holidays, plus up to 5 extra days for 5 years service (pro rata).
Birthday off: Paid day off on your birthday.
Enhanced company sick pay: Above statutory requirements dependent on length of service.
Enhanced maternity pay: 14 weeks basic pay.
Enhanced paternity pay: 2 weeks basic pay.
Death in service life insurance: 3 x salary from day 1.
Leave policies: Bereavement, compassionate, and special circumstances leave.
Employee referral programme: Earn rewards for successful referrals.
Employee Assistance Programmes: Including Unum Help@Hand & Coyle Health & Well-being.
Free on-site parking: No parking costs at our Hessle office.
Company pension: 3% employer contribution, 5% employee contribution.
Branded workwear: Professional appearance support.

Quick apply

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