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Technical Support Specialist

4 months ago

StainesuponThames, United Kingdom Bupa Care Homes Full time

**Job Description**:
Technical Support Specialist

Staines (TW18)

Hybrid

Permanent, Full Time

Salary - £25,700 - £32,100 + fantastic benefits

Here you'll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You'll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose - helping people live longer, healthier, happier lives and making a better world.

At Bupa, we're passionate about technology. With colleagues, customers, patients and residents in mind you'll have the opportunity to work on innovative projects and make a real impact on their lives.

Right from the start you'll become part of our digital strategy, joining us on our journey and developing yourself along the way.

Role Overview

To provide second line IT Support both on site and remotely to geographically dispersed Bupa staff with a strong focus on customer service.

What you'll do:

- To provide second line IT support to all users who have contacted the Service Centre ensuring that service levels are adhered to
- To attend desk side locations when problems cannot be resolved remotely, including face-to-face support via an onsite Tech Bar.
- Answer inbound phones calls, provide first point of contact as well as escalations to all customers.
- Follow ITIL incident management process steps
- Manage your own work ensuring that tickets are kept updated in a timely manner and to a good standard.
- To undertake any ad hoc tasks as allocated by the Service Centre Team Leader including travelling to other sites and occasional weekend project work.
- To be involved in other activities such as service introduction and business continuity testing
- To contribute to the Service Centre knowledge base
- To deliver training to first line and support to new starters and existing colleagues
- To actively participate in team and department meetings to drive continuous improvement and improve business satisfaction
- To be an excellent team player. Lead by example and remain flexible and supportive of your colleagues.
- To be available to provide on-call cover as required

What you'll bring:

- Exceptional customer focused service
- ITIL certified (_Foundation_)
- COMPTIA A+ / MCSA _and/or_ Previous experience and exposure to 2nd Line Support
- Strong knowledge of desktop / laptop hardware configurations - _repairs & troubleshooting_
- Strong knowledge of Active Directory (_administration_), Citrix, Configuration Manager, VOIP telephony and networking
- Strong understanding of IT security and best practice
- Awareness of software licensing & asset management
- Good knowledge of Microsoft Server, Azure Cloud Computing, MS SCCM (_system centre configuration manager_)
- Good knowledge of MS Teams & O365 inc. Video Conferencing meeting room technology & Pull Printing.
- Good Knowledge of Apple MAC, macOS, InTune, Mobile devices including Apple, Android and Windows Phone.
- Working knowledge of ServiceNow would be desirable.

Why Bupa?

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Our benefits are driven by what matters to our people. It's important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. You will be eligible for:

- 25 days holiday, increasing through length of service, with option to buy or sell
- Bupa health insurance as a benefit in kind
- An enhanced pension plan and life insurance
- Annual performance-based bonus
- Onsite gyms or local discounts where no onsite gym available
- Various other benefits and online discounts

Diversity and Inclusion

Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We'll make sure you are treated fairly. That's why we're happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Whether you've found your feet or are discovering a new path.

Welcome to a place that celebrates you.

This isn't where you've been.

This is where you're going.

This is what we have belief in.

Time Type:
Full time