Helpdesk Support

Sharp; East Ardsley; Hybrid; GBP 25,000 - 45,000; Full time

Job description

New opportunity for a Technical Support Helpdesk Specialist.
Based at the Wakefield (WF3 2EE) or Swindon office (SN6 8TY)
Hybrid working - 3 days a week in the office and 2 working from home.
This is a helpdesk-based role, providing remote support for applications relating to the Sharp machine base, including PaperCut, Drivve Image, SafeQ, directprint.io and other internally developed applications.
Dealing with end users, the customers' own IT departments and 3rd party IT, the job involves analysis of technical issues and escalation to the software developers as required.
Providing telephone and remote support for Sharp technical staff or Sharp dealers.

Responsibilities:

1. Analysis of technical issues in software environments to resolve reported problems.
2. Ensuring details of symptoms and solutions are clearly documented in the Helpdesk logging system, liaising with manufacturers and additional support channels where necessary.
3. Create and provide training sessions and materials for customers, internal staff and dealers.
4. Create Technical Bulletins for distribution where appropriate.
5. Evaluation of new software and hardware products to ensure satisfactory integration with existing products.
6. Assist with the scoping of new or current installations with a view to proposed site requirements and advise or construct software design structure as appropriate.
7. Promoting Professional Services for support or reconfiguration requests not covered under normal contract.
8. Manage and maintain document storage to ensure that information is current and available to others within Sharp.
9. Assist internal IT staff with software and configuration deployment queries of supported software and hardware.
10. Ensure that the internal showroom infrastructure is kept up to date and operational.
11. Maintain personal level of knowledge by utilising internal, manufacturer and third-party based training channels, ensuring that your ability to provide support within a rapidly changing environment.

Requirements:

1. Experience with Sharp portfolio products such as PaperCut, ySoft SafeQ, Directprint.io and Drivve Image is highly desirable.
2. Good working knowledge and experience of working with Microsoft products and knowledge of other operating systems such as Linux and MacOS.
3. MCP/MCSA/MCSE would be an advantage but not essential.
4. Strong IT knowledge and experience ie: Networking, Infrastructure, Server OS's, SQL, Hyper V, AWS and Azure.
5. Good written communication and telephone skills, with a logical approach to problem solving.
6. Knowledge of Document Workflow and Document Management Systems advantageous.
7. Ability to prioritise tasks, and schedule work effectively.
8. Organised and self-motivated, able to work as part of a team.
9. Scripting skills would be advantageous.
10. Technical training skills.
11. Consultative skills.

About Sharp:
Sharp Business Systems provide innovative print, software, managed solutions and IT services. Today we are a leading manufacturer of digital information technologies working in partnership with our customers to deliver innovative applications within their chosen sector. We not only strive to continually evolve, we are also committed to contributing to the culture and the well-being of people all over the world with our unique technologies.
As part of the globally recognised and trusted Sharp Corporation, we are at the forefront of technical innovation ensuring that we can fulfil all printing and copying requirements.
Our current portfolio of hardware products ranges from space-saving MFPs through to exceptionally versatile high-speed production print systems. We also supply a wide range of software solutions, which combines with our premium level service support to offer our customers a powerful Managed Print Service (MPS). Our IT Services support organisations of all sizes in building and maintaining a reliable and resilient IT infrastructure.
Our success and longevity in an ever-changing industry is entirely due to the application of a time-honoured ethos, delivered consistently by longstanding, experienced staff justifiably proud of the high levels of account management and after sales service that we provide.