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Technical Support Specialist

2 months ago

Ilkley, Bradford, United Kingdom Talk Straight Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Specialist to join our dynamic Support Team at Talk Straight. As a Technical Support Specialist, you will play a critical role in handling complex technical issues that require in-depth troubleshooting and problem-solving skills.

Key Responsibilities
  • Technical Troubleshooting: Provide advanced technical support to resolve complex technical issues related to network services, internet connectivity, hardware, and customer setups.
  • Issue Escalation: Handle and manage technical issues escalated by the first line support team, ensuring accurate diagnoses, timely resolution, and effective communication throughout the process.
  • Network Monitoring: Use advanced monitoring tools to identify, diagnose, and proactively resolve issues across the infrastructure, including WAN, LAN, DNS, DHCP, and VoIP services.
  • Collaboration: Liaise with third-party providers to resolve more complex issues and escalate service outages as necessary.
  • Network Configuration: Assist in the configuration and troubleshooting of networking equipment (routers, and firewalls), IP address management, and VPN setups.
  • Customer Communication: Maintain clear and professional communication with customers regarding escalated issues, providing regular updates, and managing expectations on resolution timescales.
  • Documentation: Document advanced troubleshooting processes, configurations, and fixes for future reference and to enhance the first line team's knowledge base.
  • Knowledge Sharing: Provide feedback to the development and infrastructure teams to improve service reliability, product offerings, and internal processes based on recurring incidents or identified technical gaps.
  • Training and Mentoring: Assist in training and mentoring the first line support team by sharing technical knowledge, troubleshooting techniques, and best practices.
About Us

Talk Straight is a leading provider of web filtering, safeguarding, and security software for schools and multi-academy trusts. We place safeguarding and security at the heart of everything we do and have received several awards from the Internet Service Providers Association for providing the best security in the country.

We are a rapidly growing company with a talent pool of over 60 employees who we place at the centre of our success. We are committed to providing a supportive and inclusive work environment that values diversity and promotes equal opportunities.

Requirements
  • Experience: Minimum 2-3 years of experience in a technical support or network engineering role, preferably within an ISP or telecommunications environment.
  • Technical Knowledge: Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
  • Communication Skills: Excellent communication skills, both verbal and written.
  • Interpersonal Skills: Strong interpersonal skills with a customer-centric attitude.
  • Problem-Solving Skills: Analytical mindset with the ability to think critically and resolve issues efficiently.
  • Adaptability: Willingness to learn and adapt to new technologies and processes.
Benefits
  • Competitive Salary: Salary up to £27,500 pa, depending on experience.
  • Holiday Entitlement: Up to 25 days holiday per year plus Bank Holidays.
  • Wellbeing Initiatives: Wellbeing day, hybrid working, company events, and more.