4 Technical Support jobs in Thetford

Job title: Technical Support Analyst
Location: Norfolk (Hybrid working)
Contract: 3 months (possible extension)
Inside IR35
Day rate: 127

Job Purpose:
The post holder will work in the Trust's IT Technical Support Team, providing second and third line support to the Trust's users. They will be responsible for ensuring the optimum use of the Trust's IT systems including managing capacity, proactively monitoring error conditions and alerts and ensuring that all of the Trust policies and procedures relating to security and best practice are adhered to.

Overview of Essential Responsibilities:

• Provides advice and guidance on technical matters, supervise the other Technical Support Analysts
• Performs work which requires the application of a significant range of fundamental principles in a variety of contexts
• Takes a structured and effective approach to own work and demonstrates leadership potential
• Is able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own area of specialisation and making correct choices from alternatives
• Is able to communicate effectively, both orally and in writing, with clients, customers, colleagues and subordinates
• Displays a responsible attitude to following procedures, keeping records and caring for equipment and other assets
• Is thoroughly familiar with the installed hardware and software and the procedures in use in the Computer Operations area
• Demonstrates good communication and negotiation skills with experience of dealing with users, other staff and suppliers
• Management of onsite backup and restoration procedures including creation, scheduling, maintaining, and issue resolution using the appropriate software tools and techniques. This also includes media management, rotation and archiving. Also the checking and escalation of scripted backup activities on the Oracle, and AIX systems
• Management and analysis of systems capacities and performance using agreed procedures and tools
• OS builds/rebuilds for Windows 7/10 and Windows Server; this includes specific applications, network and user configuration
• Configuration and implementation of Anti-Virus technologies for all servers/PCs within the Trust IT and related network and systems using agreed tools, procedures and software
• Participating in the administration of security implementation and analysis, involving the identification and scheduling of server level updates and patches from Microsoft and user level security infrastructure from Domain-wide administration group privileges to individual access rights to remote resources
• Prompt exporting and importing of NSTS (National Strategic Tracing Service) data from PPA Oracle database on a monthly basis
• Issue escalation for both internal and third party applications such as A&E, Maternity, Purchasing systems. NNUH Contract for IBM global services for issues management and resolution
• Provide third line technical support for the onsite helpdesk
• Onsite management of Citrix Service Farm
• Ensures that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of service level agreements
• Works with others, including user representatives, facilities managers and contractors, to plan, schedule and supervise all maintenance and installation work associated with the system. Ensures that procedures are followed, particularly those relating to safety, AV procedures and security
• Provides verbal and written technical reports to specialists on aspects of system status. Provides non-technical reports to users and managers
• Manages the response to enquiries by users, specialists and others, prioritising as necessary, and dealing with the full range of problems, only escalating those which need specialist or management attention
• Works with system architects, designers and contractors to plan and implement major configuration changes and upgrades. Conducts investigations on system performance and makes proposals for involvement. Provides advice and assistance to specialists and other system or service providers
• Ensures that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
• Provides advice and guidance to less experienced colleagues as required
• Liaises with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements
• Participating in the on-call rota as required
• Project assignments

What is the job?

The ideal candidate will be expected to support our Technical Support and Sales Teams in all administrative aspects, with a focus on the coordination of technical RMAs Europe wide.

This role is based in the Thorlabs UK office.

Working Hours: Monday to Friday 8.00 am – 4.30 pm (Hybrid working available)

Key Responsibilities include but are not limited to:

• Support of our European technical support and sales teams in administrative matters
• Communicating with the customer via phone and email in CRM
• Creating quotations for special products
• Data maintenance for special articles and configurations in the ERP system
• Processing and coordination of repair, replacement, Customer supplied material and loan orders
• Coordination of repair cost estimates and QM reports between customer and repair sites
• Coordination of replacement items with manufacturing sites
• Follow up on open RMAs and provide status updates to customers
• providing cross-support to CSR teams as required

Who we are?

Thorlabs is a global, industry leading optical technologies company. We are experts in the design and manufacture or a range of innovative photonics products. We use these products in manufacturing and research, from fibre optics to piezo motors. We are the gold standard with optics laboratories worldwide. There are now 22 facilities across the world in 9 countries. Here in Ely, we are responsible for the Motion Control and Optical Tables product line.

Where you will be working?

It’s a hybrid role, working in our new purpose-built facility in Witchford, Ely as well as your home. Our purpose-built facility is just 12 miles from Cambridge, within the beautiful mediaeval city of Ely. There are train and bus links to Ely from Kings Cross and Liverpool Street London, and our site is within distance of Ely train station and Ely Bus station.

Requirements

• Commercial education or previous experience within Customer Support Representative role. 
• Work experience in a technical field is preferred
• An ability to provide a high standard of customer service via phone and e-mail 
• A high level of level of accuracy and attention to detail when processing orders and RMAs
• Strong familiarity with Microsoft Dynamics AX or a similar ERP system
• Very good English (B2+) skills required, good skills in another European language preferred (German, Swedish, French) 
• An excellent standard of written and verbal communication skills
• Service-oriented mindset
• Problem-solving in a fast-paced, constantly changing environment
• A high attention to detail

What will you get?

At Thorlabs there are lots of opportunities for inhouse customised training and development that accelerates your career progression. We have free onsite parking, free refreshments, as well as an entertainment area in our large canteen for your enjoyment.

And the benefits are?

Competitive Salary to attract the best, plus an excellent benefits package including pension, health care, 25 days holiday plus public holidays.

Job Reference: THOR-VC-713

Interview dates: First stage early June via TEAMS Video / Second stage interviews onsite early July

This is a rolling campaign, so we will actively interview applicants. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

This role does not currently meet the UK Visas and Immigration criteria for obtaining a Skilled Worker Visa we are therefore unable to accept applications that require employer sponsorship in order to obtain a Skilled Worker Visa. 

We would encourage all internal applicants to inform their line managers of their interest in this position.

Benefits

-Contributed Pension Scheme -Group Life Cover -Private Health Care -Group Income Protection & more.

Please apply through the Apply for this job button or send a copy of your CV along with a covering letter and your salary expectations to: Human Resources at Thorlabs Ltd, 204 Lancaster Way Business Park, Ely, Cambs, CB6 3NX or e-mail

In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must have a valid permission to enter or remain in the UK with no condition that prevents them from working in the UK. Documented evidence of such permission will be required from candidates as part of the recruitment process.

Associate Customer Support Specialist 

Reports to: Lead Technical Advisor

Location: Hybrid - 2 days on-site (Newmarket) 2 days WFH

Hours: 8:30 am - 5 pm with 30 minutes for lunch - 32 hours across a 4-day week (no salary sacrifice) 

Salary: £25,400 

Product: Wonde -  

Who we are and what is important to us:

Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools. 

Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier. 

The three brands run independently with the autonomy to continue to prosper although as part of the Beyond team, you’ll join a wider, supportive environment where you’ll be able to pull on the expertise and capabilities of the group. 

We do not limit ourselves to standing still. We look ahead and strive to disrupt the sector we operate in. We believe technology should not be complicated or overwhelming. It should do what it says - quickly, safely and efficiently.

Who Wonde is:

Wonde is an innovative and fast-growing ed-tech scale-up that is on a mission to deliver cutting-edge technologies to improve ways of working for the education sector.

Our goal is to ensure the focus is always on the learning outcomes for the students. We do this by transforming how school data is maintained, managed and accessed by third-party applications (apps) via our simple API platform.

We are trusted by over 30,000 schools globally in the security and reliability of their technology and data.

We’re committed to changing the lives of students, teachers and parents and want the help of talented individuals who will support our journey in driving better outcomes for the education sector.

Job snapshot:

As an Associate Customer Support Advisor, you will be the go-to person for our technical engagement with the schools. You’ll ensure the Wonde software is installed correctly and assist stakeholders with all integration support and requirements. 

You’ll work closely and be supported by the wider integrations team on how best to navigate your new role. 

You need not worry about previous technical experience; we're looking for a people person, an individual who enjoys supporting others.

What you’ll be doing:

• Act as the first point of contact for any integration queries and strive towards first-contact resolution, championing best practices
• Utilise the ticketing platform, Zendesk to ensure support requests are logged and responded to correctly 
• Collaborate and partner with the schools to arrange appointments, complete integrations and troubleshoot any issues 
• Nurture existing relationships to ensure stakeholders are fully supported and maximising their partnership with Wonde
• Support stakeholders via phone, video calls and email 
• Support the division and wider integrations team in a range of administrative duties
• Collaborate with the wider integrations team to support and expand the scope of existing opportunities 
• Collaborate with the wider integrations team to ensure queries are resolved accurately and on time

Requirements

What we’re hoping you’ll bring: 

• Experience in a customer-focused environment 
• The ability and desire to work in a proactive environment with key performance indicators
• Strong ‘can do’ mentality
• Excellent communication skills, both written and oral with a high degree of attention to detail 
• The desire to learn and take on new challenges 
• Self-motivation with the confidence and enthusiasm to take the initiative and get things done
• Good attitude towards individual success and team success

Benefits

What you'll get:
Beyond is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing a superior customer experience. 

We value, support, and champion those we work with, promoting personal growth and happiness. We understand that our success depends on all our team members' collective energy, intelligence, and contributions, and we are committed to ensuring that our work environment is the best it can be. 

We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:

• 4-day working week 
• Flexible working schedule/work-from-home opportunities
• Onsite gym facilities 
• Annual personal and professional development budget 
• Buying and selling holiday scheme
• Additional holiday for length of service
• Onsite trained mental health and well-being champions 
• Monthly lunch club (on us) 
• Comprehensive wellness programmes (think meditation retreats and continuous access to well-being apps/initiatives) 
• Enhanced maternity, paternity and adoption benefits 
• Electric car scheme 
• Cycle to Work Scheme 
• Eye examination scheme 
• Financial contribution to the set up of work-from-home environments 
• Use of new and leading technology in the form of Apple products 
• Frequent company-funded social events
• Office closure between Christmas & New Year 
• Access to continuous learning and development opportunities
• Comprehensive employee referral scheme 
• Casual Dress Code

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme, which is tailored specifically to you and includes: 

• Enhanced pension payments
• Retail vouchers 
• Private medical insurance
• Dental plan 

If you're selected, we'll guide you through the following checks as part of our offer process:

1. DBS Check: Verification of criminal records.
2. Right to Work: Confirmation of legal work eligibility.
3. References: Automated verification based on HMRC records.

We're excited about finding the right person for this position! Due to dynamic market conditions, we're not setting a fixed application deadline. We encourage you to apply as soon as possible, as we'll fill the role once we find the perfect match.

At Beyond, we celebrate diversity and are committed to being an equal-opportunity employer. We welcome candidates from all walks of life. If you need any accommodations during the application process, please don't hesitate to call or email us.