Monterosa

About Monterosa

We're looking for Software Support Technicians, with 3 to 5 years' experience, to join our team on Mann Island in Liverpool, to provide enterprise-level assistance for our cloud-based services. APPLY - https://jobs.monterosa.co/technical-support-agent/en/apply Monterosa is the award-winning leader in audience interaction technology, behind some of the biggest interactive TV shows and sporting events including Love Island, EA Sport/Premier League Player of the Month and many others. All of our products and fan experiences are powered by our LViS platform. Our small and friendly team is distributed between Liverpool, London and Minsk with strong ties and everyday collaboration between us. You can read more about the Liverpool hub here. These roles involve working flexible hours to provide support for major sports and entertainment events. Initially the role will be focused around specific live events, with the aim to move to a full 24/7 structure within the next 6 months working regular shift patterns (days/nights and weekdays/weekends). You will use our support ticketing system and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person who our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. What you'll be doing Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Ask customers targeted questions to quickly understand the root of their problem Track computer system issues through to resolution, within agreed time limits Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Prioritise and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Maintain jovial relationships with clients What we're looking for Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role Hands-on experience with Windows/Linux/Mac OS environments Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and troubleshoot basic technical issues Familiarity with remote desktop applications and help desk software (eg. Freshdesk or Zendesk) Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal BS degree in Information Technology, Computer Science or relevant field is desirable Additional certification in Microsoft, G Suite, AWS, Linux, jamf or similar technologies is a plus What's on offer 25 days' holiday (Plus bank holidays) Modern office with stunning views of the waterfront Private Health Insurance/gym membership (Optional) Cycle to work scheme Annual Conference and Training Budget Regular social events Good transport links via James St station (2 mins walk) Monterosa is one of the most rewarding and challenging places anyone can work in technology and entertainment. The payback beyond money is achievement, satisfaction and professional growth. We create, we deliver, we achieve immense success through a combination of great ideas, great technology, a passion for entertainment and high performance. With sufficient willpower, the vast majority of new team members go through a positive professional transformation! APPLY - https://jobs.monterosa.co/technical-support-agent/en/apply We're passionate about creating an inclusive workplace that promotes and values diversity. Candidates must be eligible to work in this locastion. We do not accept unsolicited agency CV’s. APPLY - https://jobs.monterosa.co/technical-support-agent/en/apply

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Legal Form: AG

Company Type: Private

Company Size: 51 - 250

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