Tech Support Specialist

2 months ago

Cardiff, Cardiff, United Kingdom Alcumus Full time

Job Summary

The Tech Support Specialist role at Alcumus is a critical position that requires a high degree of technical expertise and customer service skills. As a Tech Support Specialist, you will be responsible for providing second-line technical support to our colleagues and customers, resolving issues within agreed service level agreements and key performance indicators.

Key Responsibilities

  • Provide second-line technical support to 800+ users, answering technical queries while maintaining a high degree of customer service in line with ITIL best practices.
  • Escalate support to the first-line support team as needed.
  • Log calls into our ticket management system, take ownership of user problems, and be proactive when dealing with their issues.
  • Support company hardware and software.
  • Allocate complex calls to the relevant teams where appropriate.
  • Log incidents with our external third-party service providers.
  • Aim to respond and resolve 95% of incidents within the SLA.
  • Support in the delivery of technical support projects.
  • Carry out regular checks of backups, infrastructure, security measures, and systems.
  • Assist in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function.
  • Be proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk.
  • Provide support during the opening hours of tech support, 08:00 till 18:00 via shifts.
  • Consider and apply information security principles within daily tasks.
  • Regular travel to Alcumus offices to maintain relationships with team members and customers.
  • Delivery of the Alcumus Technology induction program.

Requirements

  • Previous experience in a technical support role.
  • Previous telephone support experience.
  • Experience of using a ticket management system.
  • Familiarity with Microsoft 365.
  • Experience of installing and troubleshooting hardware and software.
  • Skills and Competencies:
    • Competent with Microsoft Office applications.
    • Excellent communication skills.
    • Strong problem-solving skills.
  • Personal Attributes:
    • Team player.
    • Approachable.
    • Empathetic.
    • Strong work ethic.
    • Adaptable and flexible.
    • Ability to work under pressure of tight timescales.
    • Ability to adapt to change.
    • Enthusiastic and pragmatic.
    • Customer-focused and willing to listen.
  • Desirable:
    • Experience in supporting macOS.
    • Familiarity with Microsoft Intune.
    • Qualifications:
      • Degree level educated.
      • ITIL Foundation.
      • Microsoft 365 Fundamentals Certification.

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