Product Support Specialist / Help Desk Support

Pyramid8 are recruiting on behalf of a leading scientific organisation based in Bath for an IT Product Support Specialist providing technical support to customers via e-mail, support tickets, remote assistance as well as over the phone in relation to their Life Science Instrumentation products.

Already a world leading manufacturer and supplier of instrumentation and software to the Life Science, PET/Nuclear Medicine and Radiation Safety sectors. Our client strives to be the very best at what they do by delivering the highest quality products and exceptional service.

The Role

 They are seeking an additional team member to join a small support/development office based in Bath Spa. For this role you will be responsible for providing support to customers via email, support tickets, remote assistance, as well as over the phone and customer site visits. The role will involve providing IT support on site for customers during installations, providing training and customising the software. There will be opportunities to travel throughout Europe and Worldwide supporting customers.

Responsibilities

• Providing help desk ticket-based support
• Phone and remote support
• Development of technical literature (help files, FAQs etc)
• Installation and configuration of supporting software (MS SQL Server, Windows Server etc)
• Software and hardware trouble shooting
• Travelling to customer sites to provide installation IT support and operator training

Requirements

 Essential

• Excellent IT skills (MSSQL/Oracle/Windows Server/Windows Desktop)
• Good communication skills (written, phone and in person)
• Ability to work well as part of a team and within an ISO 9001 Quality environment
• Experience with Hardware and Software support
• Ability to manage own workload and prioritise calls

Desirable

• Experience within a laboratory environment and/or software development environment

• Full driving license