IT Product Specialist
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About the Author: Bianca Frossell
Salary: £51,111 + 25% annual bonus
Contract Type: Full Time (37.5 hours/week, core hours 08:30–17:30, plus an out-of-hours on-call rota)
Location: Field based (UK & Ireland travel required)
The Role:
We are recruiting for an established provider of specialist diagnostic technology, for an experienced IT Product Specialist to join their Product team. This role supports the client’s customer base with leading-edge IT solutions across system design, installation, configuration and ongoing support.
This is a field-based, customer-facing role covering both hardware and software support for specialist diagnostic IT systems. Our client is looking for someone who can deliver exceptional next-generation application and hardware support both on-site and remotely, ensuring their customers continue to receive an efficient, high-quality service.
Travel across the UK and Ireland will be required to carry out routine technical support and hardware installations to a consistently high standard. The successful candidate will also take part in an out-of-hours on-call working rota (1 week in every 5).
Key Responsibilities:
Customer Service Centre & Telephone Support
- Provide first and second-line remote support via telephone
- Respond within defined KPI timescales
- Accurately and promptly log calls electronically
- Use remote access tools appropriately and in line with usage policy
- Maintain strong call data accuracy and first-time fix rates
IT Systems Planning & Installation
- Conduct IT site surveys
- Attend and contribute to project meetings
- Install and configure product IT systems
- Carry out system upgrades at end-of-life
- Liaise with customers and third parties as required
Customer Training
- Deliver customer training courses in-house, on-site and online
- Keep training materials up to date with current practice
- Support the development of online learning resources
- Develop and maintain customer competency assessments, maintaining a high pass rate
Personal Development
- Complete job-specific training (IT, application and laboratory-related)
- Attend all required company training (e.g. induction, driving assessment)
- Attend required technical instrumentation training
- Build understanding of CRM software and company policies/procedures
Health, Safety & Environment
- Complete all required health & safety training
- Adhere to company and customer H&S rules and regulations
- Follow environmental policies, including WEEE (Waste Electrical and Electronic Equipment) compliance and best-practice waste procedures
Skills & Qualifications:
Essential
- Strong customer focus
- Good organisational skills
- Confident presentation skills
- Full, valid driving licence
- Experience troubleshooting IT systems
- Experience providing remote IT support
- Awareness of TCP/IP networking
- Good network troubleshooting experience
- Ability to understand technical and scientific documentation
Desirable
- Experience in a call/support centre environment
- Experience with laboratory IT systems
- Knowledge of relevant diagnostic instrumentation
- Hardware deployment experience
- Knowledge of ASTM/HL7 communication protocols
- Knowledge of Microsoft SQL
- Knowledge of VMware/Hyper-V
- Degree or equivalent in a biomedical science-related field
- Desktop or server support experience
Benefits:
Holiday Entitlement 28 days plus (8 days bank holiday), Bonus, Pension, Health Care Insurance (BUPA), Cash Plan (Simplyhealth), Income Protection Insurance, Educational Grant Scheme, Employee Assistance Program, Life Insurance 6 times the annual salary, Perkbox, Gym membership.
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