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About In Line Entertainment
We are a leading provider of cloud-based solutions, dedicated to helping businesses thrive in the digital age. Our team of experts is passionate about delivering exceptional service and support to our clients.
Job Summary
We are seeking a highly skilled and motivated Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support and assistance to our clients, ensuring that their cloud-based solutions are running smoothly and efficiently.
Key Responsibilities
- Provide Technical Support: Respond to technical queries and issues from clients, providing timely and effective solutions to ensure minimal disruption to their business operations.
- Incident Management: Log and manage incidents and service requests, ensuring that all issues are resolved promptly and efficiently.
- Service Desk Operations: Manage the service desk operations, ensuring that all tickets are updated frequently and clearly show what progress has been made and what the next step is.
- Escalation and Resolution: Escalate complex technical issues to senior engineers and work with them to resolve the issue.
- Customer Service: Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and service requests, and being proactive when dealing with customers.
- SLA Management: Ensure that all SLA obligations are met at all times.
- Asset Management: Ensure that the internal database of assets is updated accurately where updates are required.
- Procedure Development: Contribute to the creation, development, and review of procedures and policies within the IT department.
- Workload Management: Manage and prioritize your own workload while being on-hand to assist other service desk team members when required.
Requirements
- Language Skills: English language (written and verbal) to a GCSE level or equivalent.
- IT Knowledge: Strong knowledge of IT systems and technologies, including Microsoft Desktop OS, Microsoft Active Directory, Microsoft Group Policy, and Microsoft Office 365 Administration.
- Problem-Solving Skills: Excellent problem-solving skills, with the ability to explain technical issues in easily understood terms.
- Communication Skills: Excellent communication skills, with the ability to work effectively with customers and colleagues.
- Teamwork: Ability to work in a team environment and meet SLAs.
- Adaptability: Willingness to learn new skills in a fast-paced environment.
Benefits
- Competitive Salary: A competitive salary and benefits package.
- Opportunities for Growth: Opportunities for career growth and professional development.
- Flexible Working: Flexible working arrangements, including remote working options.
- Employee Assistance Program: Access to an employee assistance program, providing support for mental health and wellbeing.
- Learning and Development: Opportunities for learning and development, including access to training and development programs.