Technical Support Specialist

3 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Candidate Source Full time

We are pleased to announce a new opportunity for a Part-Time Technical Support Specialist, working 20 hours per week, to become a vital part of our dynamic IT department. This role will report directly to the Head of IT Operations and will collaborate with a team of both in-office and remote support analysts.

The primary focus of this position is to deliver exceptional IT support services to our organization and its clientele, particularly in the realms of incident management and service request fulfillment.

This is an excellent opportunity for individuals with a background in technical support. The successful candidate will be part of a team that provides IT service support primarily for businesses across various regions.

While remote work is an option, candidates should be prepared for occasional travel to other locations and may need to be flexible with out-of-hours shifts. Availability to work on weekends is essential.



Key Responsibilities of the Technical Support Specialist:


• Manage and respond to service requests and incidents related to IT system dependencies by accurately documenting and logging information from various channels including phone, email, and web portal tickets.

• Process minor change requests and handle onboarding, offboarding, or permission adjustments for accounts as part of the broader team.

• Support the problem management process and assist in conducting root cause analysis for common, recurring, and high-severity incidents.

• Provide first-line support for businesses and associated systems, including mobile devices, remote access, and desktop/laptop users; assist in maintaining the company's hardware environment.

• As a member of a team operating on a daily schedule, take responsibility for daily workflow tasks and communicate effectively with staff, external clients, and their representatives.

• Assist with additional project work and responsibilities as needed.


The Ideal Candidate for the Technical Support Specialist:


• Possesses a solid technical foundation gained through experience in IT support roles.

• Demonstrates strong customer service skills, effectively engaging with clients at all levels.

• Familiarity with the latest and emerging technologies (such as Google, Windows, Cloud, Linux, Android, etc.) is advantageous.

• Experience in delivering IT support to a diverse range of stakeholders is preferred.

• Strong troubleshooting abilities and knowledge of ITIL service operation processes are highly desirable.

• Candidates must have the right to work in the UK, as this role does not qualify for visa sponsorship.

• Relocation expenses will not be covered.

We are dedicated to fostering a diverse and inclusive workplace where all employees feel valued and empowered to contribute their best. We are proud to be an equal opportunity employer.

We appreciate the unique perspectives that individuals can bring, including but not limited to age, ethnicity, race, gender identity and expression, national origin, religion, disability, sexual orientation, and beliefs.

Upon submission of your application, it will be forwarded to the designated recruitment partner responsible for processing your application.

This process will involve the handling and sharing of your personal data, based on our legitimate interest in relation to your job application. For more information, please refer to our privacy policy available on our website.

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