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Technical Support Specialist
3 months ago
Job Title: Technical Support Specialist
Location: Remote
Role Objective
We are seeking a dedicated Technical Support Specialist who will collaborate with the IT department to deliver daily 1st and 2nd line technical assistance. You will serve as the primary point of contact for technical inquiries, ensuring that all issues are addressed based on their urgency to maintain operational efficiency.
Key Responsibilities
- Deliver technical assistance to team members, both in-person and remotely, recognizing the critical nature of your role in sustaining business operations.
- Maintain exceptional internal customer service standards, working collaboratively and positively with colleagues across various departments.
- Act as the main contact for recording support requests and keeping them updated with progress information.
- Diagnose, resolve, and escalate issues as necessary, ensuring timely resolutions.
- Manage and troubleshoot a diverse range of Windows systems, Office 365 administration, and cloud-based applications.
- Install, evaluate, and upgrade computer hardware and software.
- Travel to different locations to provide support as needed.
- Configure new devices and enhance existing systems.
- Perform additional tasks relevant to this role as reasonably requested by your supervisor.
- Ensure a clean and organized workspace.
- Work in a manner that safeguards your own health and safety as well as that of others.
- Provide a high standard of customer service for 1st and 2nd line support to colleagues.
- Quickly and effectively identify system faults and resolve or escalate them as necessary.
Candidate Profile
Essential Qualifications:
- Outstanding customer service abilities developed in a fast-paced work environment.
- Capability to prioritize and manage multiple tasks efficiently.
- Proficient in using IT systems, including MS Office 365 applications, in a professional setting.
- Ability to communicate technical issues clearly and simply to non-technical individuals.
- Prior experience in a technical support capacity.
- Familiarity with service management ticketing systems.
- Experience in providing 1st and 2nd line support.
- Understanding of IP networking concepts.
- Relevant qualifications in computing or IT support.
- Microsoft Certified Professional credentials.
Desirable Attributes:
- A curious mindset and interest in technology, with a willingness to learn and adapt to new methods to enhance service delivery.
- Strong interpersonal skills and effective problem-solving abilities.
- Experience with Microsoft licensing.
- Customer-oriented approach with the ability to build and maintain relationships with stakeholders and partners.
- Professional demeanor and attitude.
- Excellent written and verbal communication skills.
- High level of accuracy and attention to detail.
- A commitment to continuous improvement.
Core Values
We are looking for exceptional team members who align with our values and contribute positively to our culture. Our values guide our decision-making and define how we operate as a team.
- Appreciative: I express gratitude. I embrace challenges. I seek knowledge.
- Dependable: I act with integrity. I pay attention. I am trustworthy.
- Considerate: I promote inclusivity. I demonstrate resilience. I show kindness.
Diversity, Equity, Inclusion, and Belonging (DEIB)
We are committed to fostering an environment that champions diversity, equity, inclusion, and belonging. Our award-winning team comprises professionals from diverse backgrounds, and we celebrate our unique qualities. It is vital that you bring your authentic self to work every day, regardless of your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caregiving responsibilities, neurodiversity, or any other characteristic.
Employee Benefits
- Be part of a recognized Great Place to WorkTM and a top UK Workplace.
- Enjoy working in a Best UK Workplace for Wellbeing.
- Collaborate with our award-winning team, recognized as 'Service Provider of the Year' at the WhatVan? Awards.
- Access numerous employee perks through Perkbox.
- Participate in an auto-enrollment pension scheme.
- Receive a day off for your birthday.
- Benefit from enhanced maternity and paternity leave policies.
- Utilize our wellness program and Employee Assistance Programs, including 24/7 online GP access.
- Engage with mental health first aiders.
- Participate in reward and recognition programs, including our annual awards.
- Take part in annual performance reviews and career advancement opportunities.
- Access manufacturer training and our in-house training resources.
- Receive recognition for long service.
- Wear a branded uniform.
- Enjoy four times death in service benefit.
- Experience ongoing investment in company facilities and work environments.
- Receive 23 days of annual leave plus bank holidays (pro rata).
