UAT Engineer

UAT Engineer
Job Description

My client is committed to transforming lives through technology enabled care services, blending the expertise in their monitoring centre with the latest digital technology being created inhouse and their partners. As the UK's largest telecare monitoring and digital equipment provider, they support over 300,000 vulnerable people in the communities to live safer, happier, and more enriched lives.

This position is the first point of contact for Digital Support queries arriving via phone/email/form. Logging and assigning cases via the case management system, quickly and accurately. Providing an initial triage to support cases and ensuring that first response SLA's are adhered to, coordinating rapid and appropriate responses keeping the customer apprised of progress made. Building rapport with customers, providing excellent customer service.

As a 1st Line Support Technician, you will be following standard procedures for the triage and formal escalation of unresolved issues to the appropriate internal or external team(s). Whilst contributing to the creation and maintenance of standard processes and procedures for the products and services.
Have a hands-on approach to working with and answering queries from other areas of the business. Proactively perform and maintain routinely system checks logging cases as necessary.

To assist in the provision of an effective support desk service across the organisation, recording all calls from customers and following established procedures and methodologies.

• Monitor platform/product performances / stability and proactively raise any concerns or operational anomalies to the relevant stakeholders.
• Provide First Line Technical support to end users.
• Reviewing our ticketing system to ensure that cases are attended to investigated and progressed in line with agreed SLA's. Troubleshooting and working with our customers, providing prompt and accurate feedback at all times.
• Interpret customer requirements and provide advise and support on potential solutions to resolve technical issues as they arise.
• Ask customers targeted questions to quickly understand the root case of the problem.
• Talk customers through a series of actions, either via phone, email or chat, until they've solved a technical issue.
• Escalate unresolved issues to appropriate internal and external team(s) (e.g., Software developers or 3rd party maintainers).
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly logged.
• Prioritise and manage several open issues at one time.
• Document technical knowledge in the form of notes and manuals.
• Maintain professional and empathetic relationships with customers.
• Maintain documentation and procedures.
• Participate in on-call out-of-hours rota.

Essential Experience:

• Experience in a busy, customer facing role.
• Experience of performing general administration tasks.
• Ability to diagnose and troubleshoot basic technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal to support non-technical users and have the ability to explain IT/telephony concepts in simple terms.

Desirable:

• Proven work experience as a 1st line ICT Technician or similar role.
• Understanding / experience of the Telecare industry.
• Knowledge / understanding of relevant Telecare standards.
• Knowledge of Telecare systems or processes in an operational or technical capacity.
• Ability to provide concise documentation.
• Knowledge of Cloud telephony.

Sense of ownership and pride in your performance and its impact on company's success:

• Critical thinker and problem-solving skills.
• Experience of entering data quickly and accurately.
• Able to balance the needs of multiple tasks at once.
• Excellent telephone manner.
• Ability to work independently and proactively without or minimum supervision.
• Use initiative in problem solving.
• Flexible approach to workload.
• Willing to learn new skills.

Overview:
Position – UAT Engineer
Location – New Milton
Salary - £25k - £28k DOE.

Keywords: 1st Line Support Technician, 1st line ICT Technician, 1st Line help desk, SLA's, Troubleshooting, case management, Telecare standards, Cloud Telephony, Maintain documentation and procedures.

NB – All applicants must be eligible to work in the UK without the need for employer sponsorship.

Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time.

This is a Permanent Role