Technical Support - 1st line

Company Description

Agena Group is on an exciting and ambitious growth trajectory with diversification and innovation at its heart, underpinned by strong social value and ESG credentials, and celebrated as a multiple-award winner. Yes, our roots are in car-park management, however, we’re so much more - expanding into new verticals to disrupt industry norms and elevate our sector with technology-led solutions that deliver measurable business impact for our clients, as well as improve the public’s everyday experience of travel and parking.

Position

We are seeking a dedicated Appeals Adjudicator to join our Appeals team. In this role, you will manage, investigate, and respond to appeals received via post or email.

We are looking for a first line technical support professional to join our expanding team.

You will be responsible for the day-to-day first line and administration tasks of the Technical Services team. You will provide telephone and email support to external customers and colleagues, ensuring an excellent level of service is given to assist with resolving all issues. You will be happy to set up and configure equipment ready for site installations and provide remote troubleshooting for all parking equipment.

Responsibilities And Duties

• To be responsible for the day-to-day first line tasks of the Technical Services team. To provide telephone and email support to external customers and colleagues providing an excellent level of service to assist with resolving technical issues.
• To embrace a customer-first culture and a team effort mentality.
• To ensure that all daily tasks are carried out according to internal procedures, including daily checks on Cameras, kiosks and payment systems within the agreed KPI’s.
• To book warranty/maintenance jobs with our suppliers
• To assist with the keeping of records, including our databases, asset management and logistics.
  
  

Requirements

Who you are

• Experienced in a Technical Support role
• Customer focussed to deliver excellent service
• Technically skilled to build equipment
• Computer skills to utilise Office 365, bespoke systems and CCTV / ANPR networks
• Able to work well in a team and take accountability for your own autonomy
• Copes well under pressure to meet deadlines
  
  

Agena Values

We believe that the way we do business is as important as the business that we do. Operating with integrity and high ethical standards is the Agena Group way. Our values reinforce our behaviours and what is important to us. Living these values is essential to our success.

• Ambitious: we aim for world class service
• Disruptive: we're here to change the industry
• Ethical: we do things for the right reasons
• Insightful: we use research to guide our decisions
• Collaborative: We're better when we work together
• Innovative: we help people see things differently
  
  

Other information

Salary: £25,396.80 per annum

Hours: 40 per week; Monday - Friday 9am - 5pm

Location: Newton Abbot

Free onsite parking. Casual office dress code.

Additional Information

• Our selection process is as follows: Application – Competency Based Interview
• You must be able to legally live and work in the UK
• The postholder may be required to travel to external meetings on occasion by most effective means available
  
  

Benefits

We know there’s more to life than work – that’s why when you join Agena, you’ll get your pick of our amazing benefits through our Enjoy Benefits platform. That includes discounts on gym memberships, travel bookings, high street vouchers and days out. You can also benefit from Technology benefits, Wellness benefits, Health Care plans and Car Lease benefits and much more.

• Incremental holiday increases to recognise long service
• 2 volunteering days a year
• Unlock your potential with our training, learning & development, and apprenticeship options throughout your career
• Employee Assistance Programme - 24/7 confidential, independent and professional counselling
• Cycle-to-work scheme
• EV Charging points at office locations
• Regular team/company socials
• Team events from breakfasts for charity, social drinks in your local office location to book clubs, environmental initiatives, and lunch and learns.
  
  

We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management.

We are a Mindful Employer and are committed to supporting your mental health at work.

The Agena Group are proud to be part of the Disability Confident scheme. We are committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact [email protected]

We welcome all applicants, including those with unspent convictions. If disclosed during recruitment or after a conditional offer, we may conduct a DBS check and, with consent, liaise with a probation officer if relevant. Disclosures are handled sensitively and assessed individually, in line with our policy. A criminal record does not automatically disqualify candidates.

(No agency speculative contact – thank you)