On-Site Technical Support Specialist

3 weeks ago

Cardiff, Cardiff, United Kingdom Creditsafe Full time

POSITION OVERVIEW

As the On-Site Technical Support Specialist at Creditsafe, you will be instrumental in maintaining a smooth and effective technological landscape for our employees. Reporting to the Service Delivery Manager, your primary focus will be on providing exceptional customer service, troubleshooting technical challenges, and promoting a proactive IT service culture. This position is vital for ensuring the operational integrity and security of all organizational devices and systems, thereby enhancing the overall experience for both internal and external stakeholders.

PRIMARY RESPONSIBILITIES

  • Device Setup and Deployment: Assemble and distribute computers to team members as required, ensuring they are equipped with the essential tools to succeed in their roles.
  • IT Support Ticket Management: Record and manage IT support tickets following ITIL best practices, ensuring prompt resolutions.
  • Technical Issue Resolution: Identify and rectify problems related to supported Windows Operating Systems, software applications, and user management services.
  • Communication and Coordination: Serve as a liaison between employees, the IT department, and external vendors to effectively address issues and maintain strong collaboration.
  • Documentation Maintenance: Keep comprehensive records of issue resolutions using platforms like SharePoint and Confluence for future reference.
  • General IT Administration: Manage various administrative duties related to technology and IT equipment.
  • Team Collaboration: Collaborate closely with other IT teams as necessary to resolve issues and support project initiatives.
  • Standards Compliance: Assist in the development and adherence to IT standards and processes, ensuring consistency and efficiency.
  • Technical Support: Provide technical assistance and aim for first-contact resolutions for IT incidents and requests.
  • Server Room Assistance: Provide remote hands-on support in server rooms when necessary, ensuring the reliability of critical infrastructure.
  • Service Desk Availability: Be prepared to respond to calls and address inquiries on the service desk as needed.
  • Continuous Improvement Initiatives: Proactively identify opportunities for enhancement and advocate for best practices within the IT department.

The responsibilities outlined above are not exhaustive, and you may be asked to undertake additional tasks deemed reasonable by your direct supervisor.

REQUIRED SKILLS AND QUALIFICATIONS

Essential Skills

  • Proficiency in computer and network hardware, including peripherals and printers.
  • Experience in mobile device setup, distribution, and support.
  • Expertise in Windows desktop support.
  • Exceptional customer service and communication abilities.

Preferred Skills

  • Prior experience in a deskside support capacity.
  • Familiarity with IT Help Desk Software (e.g., Assyst, ServiceNow, Azure DevOps) and CMDB solutions.
  • Experience in supporting Microsoft Windows Operating Systems.
  • Knowledge of telephony systems, preferably 8x8.
  • Capability to support Apple Mac systems.
  • General networking knowledge (DNS/DHCP, TCP/IP).
  • Understanding of Office and Intune Administration.
  • Familiarity with Windows Server and support for AWS and Azure virtual machines.
  • Training and certification in Windows 10/11.
  • ITIL certification or awareness.

EMPLOYEE BENEFITS

  • Competitive salary package.
  • Company-provided laptop.
  • Bonus incentive program.
  • 25 days of annual leave (plus public holidays).
  • Hybrid working arrangement.
  • Healthcare and company pension plan.
  • Cycle-to-work and wellness programs.
  • Global company events and gatherings.
  • E-learning opportunities and excellent career advancement prospects.

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