HEAD OFFICE

Event Support Technician

Location Gloucester Start Date Type Permanent
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WHO ARE WE 
We pride ourselves in offering best in class Payment Solutions tailored to any business. We are confident that businesses can rely on FEP PAY’s expertise and experience in enabling universal payment services to reduce checkout queues, improve operational efficiency, save costs and delight customers with fast and efficient payments.

 

MAIN DUTIES & RESPONSIBILITIES

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel if necessary
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution using helpdesk software
  • Follow-up and update customer status and information
  • Identify and suggest possible improvements on procedures
  • Ensure deployed solutions are PCI compliant where required
  • Provide end user training on how to utilise and make best use of the technology being deployed to them
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Provide clear briefings and communication to clients and end users on how the system is setup/performing/operating
  • Provide on-site technical support for the deployed infrastructure during an event, monitoring performance, diagnosing, and fixing issues as they arise, providing a fast response service to issues and queries
  • Ensure technical and operational issues are escalated in a timely fashion to your line manager
  • Report any concerns regarding the suitability, security or use of company hardware and ICT to your line manager
  • Maintain an up-to-date knowledge of emerging technology trends and developments in areas of interest and relevance to the business
  • Provide Workshop based equipment maintenance during non-event time as required
  • Covering the helpdesk from the hours of noon to 11 pm on a rota basis 4 days/week
  • Logging calls and offering remote support to external clients
  • Any other duties that may be required from time to time for the smooth running of the business

 

KNOWLEDGE, SKILLS & EXPERIENCE

  • Demonstrable experience of deploying and managing wired and WiFi networks within high density environments
  • Demonstrable experience of windows and Epos payment systems
  • Demonstrable understanding and experience of PSTN (DSL & ISDN) and VoIP
  • Good planning and time management skills with the ability to prioritise workload appropriately and meet challenging deadlines
  • Good verbal and written communication skills with the ability to build effective business and colleague relationships and explain solutions to a non-technical audience
  • Ability to work unsupervised, using own initiative, in cooperation with other teams
  • Understanding of, and commitment to, the unsociable working hours that are necessary in the events industry (working hours will ordinarily be 5 days out of every 7 including weekends and long days at times).
  • Full UK driving license (with no more than 6 points for minor convictions)

 

IN RETURN FOR YOUR HARD WORK

  • 28 days holiday allowance, plus bank holidays on top
  • Life cover, company pension scheme and employee assistant programme
  • Access to Medicash, a healthcare cash plan reimbursing the costs of dental treatments, optical and more! As a Medicash member, you can also access an online GP service as well as gym, and retail discounts
  • The opportunity to ear some extra cash by using our refer a friend programme
  • We also have fortnightly lunches and regular social activities, plus the opportunity to be involved in some of the UK’s most prestigious sporting events and festivals!
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