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Senior Technical Support Specialist

3 months ago

Chorley, Lancashire, United Kingdom Bowdon Associates Ltd Full time
Job Overview

Position: Senior Technical Support Specialist

Salary Range: £30,000 - £35,000

Bowdon Associates Ltd is seeking a dedicated Senior Technical Support Specialist to enhance our vibrant and collaborative support team. This role involves delivering remote assistance to various businesses throughout the UK.

Key Responsibilities

  • Delivering 2nd and 3rd line technical assistance to our clientele via phone and email.
  • Documenting and updating all incidents and issues meticulously through the company's IT Service Management (ITSM) system.
  • Taking ownership of all support requests while adhering to established response and resolution service level agreements (SLAs).
  • Effectively communicating to ensure prompt resolution at both technical and user levels.
  • Upholding high standards of customer service for all inquiries.
  • Maintaining precise resolution documentation in our knowledge base.
  • Training and mentoring junior support staff to enhance their technical knowledge.
  • Collaborating with third-party solution providers to foster strong working relationships.
  • Actively participating in project planning and execution, remaining flexible to project requirements.
  • Visiting client locations to perform repairs and install new equipment, including firewalls, servers, and workstations.

Candidate Profile

The ideal candidate will be adept at working both independently and as part of a team, demonstrating initiative and composure under pressure.

  • A minimum of three years of relevant experience in an IT support or managed service provider setting.
  • Exceptional problem-solving abilities, employing a logical and methodical approach to identify root causes and implement controlled changes.
  • Strong interpersonal skills, facilitating effective verbal and written communication.
  • Excellent organizational skills, with the capacity to manage and prioritize multiple tasks concurrently.
  • Willingness to travel as required for project engagements.
  • A commitment to continuous learning and self-improvement in technology.
  • A solid understanding of ITIL best practices and frameworks.

Technical Proficiencies

Essential Skills:

  • Proficient in Microsoft Windows environments.
  • Extensive knowledge of Windows Server environments.
  • Understanding of DNS and DHCP.
  • Deep familiarity with Active Directory.
  • Experience in continuous improvement initiatives.
  • Proficient in desktop operating systems, including Windows 7/8/10/11.
  • Experience with Remote Desktop Services, such as VDI.
  • Good understanding of network infrastructure.
  • Experience in designing and implementing server infrastructure, including upgrades.
  • Administration of Microsoft 365 and setup of new tenants.
  • Familiarity with Google Workspace and Microsoft Azure.
  • Knowledge of firewall configuration and installation.

Desirable Skills:

  • Familiarity with Autotask PSA and RMM tools.
  • Knowledge of ESET Anti-Malware solutions.
  • Experience with Macintosh support and deployment.
  • Familiarity with Fortinet firewalls.
  • Strong knowledge of ESET technologies.

Benefits

  • Healthcare coverage.
  • Opportunities for career advancement.

Note: A valid driving license is required for travel to client sites as necessary.

Bowdon Associates Ltd is committed to maintaining high standards in recruitment and compliance, ensuring a transparent and responsible approach to employment.