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Technical Support Specialist

2 months ago

Crawley, West Sussex, United Kingdom Uptime Solutions Ltd Full time
About the Role

As a 2nd Line Support Engineer at Uptime Solutions Ltd, you will play a crucial role in delivering exceptional technical support services to our clients. Your primary responsibility will be to assist in proactively managing and troubleshooting issues for the end customers of our Managed Service Provider (MSP) partners.

Key Responsibilities
  • Troubleshooting and Technical Support: You will be responsible for delivering 2nd line IT support services to our clients, including troubleshooting a range of technical issues experienced by our clients, such as Windows 10, Office 365, Microsoft Office, Printers and Scanners, and various customer applications.
  • Administration and Network Troubleshooting: You will be responsible for the administration of Windows Server 2016, 2019, and network troubleshooting.
  • Support Ticket Management: You will use our PSA platform to log and respond to support tickets, identifying and escalating higher-level issues to a senior engineer.
  • Communication and Customer Service: You will be expected to deliver support in a friendly and positive manner, with great communication skills, both verbally and in writing.
Requirements and Preferences
  • Technical Skills: You will have experience working with Windows 10, Office 365, Microsoft Office, Printers and Scanners, and various customer applications.
  • Administration and Network Experience: You will have experience with the administration of Windows Server 2016, 2019, and network troubleshooting.
  • PSA Platform Experience: You will have experience using a PSA platform to log and respond to support tickets.
  • Customer Service Skills: You will have great communication skills, both verbally and in writing, and be able to deliver support in a friendly and positive manner.
  • Desirable Qualifications: Experience working for a managed service provider, knowledge of Autotask RMM or PSA, and a passion for technology and self-development.