Job Description:

We are recruiting an IT Product Specialist for our client who are a leading diagnostic solutions and medical equipment provider based in Milton Keynes. This is field-based, (UK and Ireland). This role is responsible for supporting and developing business-critical applications and digital solutions across the organisation. In addition to technical responsibilities, the role will actively contribute to IT strategy, supplier management, project delivery and continuous improvement initiatives, providing a development pathway.

This position plays a vital role in supporting their customers by delivering high-quality IT services throughout the full lifecycle of the business solutions, including solution design, installation, configuration, implementation, and ongoing technical support. Working across both hardware and software technologies, the role ensures customers receive an outstanding service experience and achieve maximum value from their investment in business products and solutions.

Key Responsibilities

• Engage in telephone support
• First and second line remote support
• Respond within pre-defined KPI timescales
• Accurate and timely electronic call recording and logging
• Utilise remote access applications where appropriate, abiding by rules governing its usage.
• Call data accuracy
• First Time Fix Rate
• Product IT Systems planning and installation
• Administer and deliver customer training courses in-house, on site or online
• Update course materials
• Help develop and promote online academy
• Good and effective communication with customers, peers and management

Essential requirements to do the job

• Experience of remote IT Support
• Networking Experience
• Experience troubleshooting IT systems
• Excellent communication and presentation skills
• Understanding of Technical, scientific documentation
• Ability to manage multiple projects
• Full driving licence
• Ability to contribute ideas and recommendations supporting technology roadmaps, service improvement initiatives and future business requirements
• Proven involvement in IT Implementation projects
• Experience of laboratory IT Systems (desirable)
• Knowledge of VMware/Hyper V (desirable)
• Degree equivalent in Biomedical Science (desirable)

Excellent Benefits

Hours 37.5 - 0830-1730 (additional out of hours (on-call) required for this role