Jay Fraser Email & Phone Number

Newcastle Upon Tyne, Gb

Newcastle-Upon-Tyne, England, United Kingdom

Working on a project developing an internal application for Field Engineers used nationwide that optimises resolutions and solves technical issues in the field (UK and Ireland). • Delivering basic technical responses and in-depth solutions for complex issues that occur.• Isolating and resolving problems.• Dealing with live incidents. • Initially identifying temporary fixes until issues can be patched. • Optimising internal resources to help our Field Engineers solve numerous… Show more Working on a project developing an internal application for Field Engineers used nationwide that optimises resolutions and solves technical issues in the field (UK and Ireland). • Delivering basic technical responses and in-depth solutions for complex issues that occur.• Isolating and resolving problems.• Dealing with live incidents. • Initially identifying temporary fixes until issues can be patched. • Optimising internal resources to help our Field Engineers solve numerous issues. • This also allows us to bypass issues already dealt with and get straight to more difficult fixes.• Also, working on the FAQ project which is used by our engineers Nationwide and in Ireland. • This allows technicians to search and request assistance without calling us and be more professional in the field which reassures customers that our engineers are highly capable.• Expert at using Power Apps which enables us to develop our programmes to optimise resolution and develop the resources for our department and our Field Engineers. Show less

Dealt with customers’ enquiries (mostly billing and basic technical fixes).Identified why something has failed, booked appointments and as much information as possible for Field Engineers. Escalated issues, if necessary, with detailed reports.

Newcastle Upon Tyne, United Kingdom