Technical Support Specialist

3 weeks ago

Edinburgh, Edinburgh, United Kingdom GBA5 EntServ UK Limited Full time

Position Overview:

At GBA5 EntServ UK Limited, we prioritize our people. Our success is driven by the dedication and talent of our team members.

We foster a flexible, independent, and transparent work environment. Our culture thrives on proactive collaboration and ambition; we strive to find solutions, establish standards, and drive progress. We are committed to the future, ensuring our employees remain at the forefront of their fields through tailored training initiatives. Here, you will discover opportunities that align with your efforts, alongside a supportive team that values your contributions.

We are currently seeking a Technical Support Specialist to provide on-site assistance for our clients.

Daily responsibilities will encompass addressing a diverse range of desktop software and hardware issues, while minimizing disruptions and delivering exceptional customer service. The work environment offers convenient travel access, complimentary on-site parking, and employee discounts at the on-site dining facilities.

This is a full-time role, requiring a commitment of 37.5 hours per week, with working hours from 07:30 to 16:00, Monday to Thursday, and 07:30 to 13:00 on Fridays. The ideal candidate should possess a flexible mindset, as overtime and on-call responsibilities may be necessary.

Please note that due to the nature of our client's operations, the successful applicant must either possess or be eligible to obtain SC Security Clearance.

Key Responsibilities:

  • Uphold and enhance the highest level of service to our clients.
  • Comply with technical standards and service delivery processes, ensuring efficiency and cost-effectiveness.
  • Provide first-line support through the on-site Technical Assistance Center.
  • Manage second-line incident ticket resolution, escalation, and problem analysis.
  • Build, configure, and deploy desktops, laptops, and virtual desktop infrastructure (VDI) for end users.
  • Assist with software installation and deployment tasks.

Additional Responsibilities:

  • Support third-line teams with tickets related to laptops, desktops, and VDI terminals.
  • Conduct hardware installations, upgrades, and repairs for desktops, laptops, tablets, and mobile devices.
  • Provide smartphone support, including BlackBerry Mobile Device Management (MDM).
  • Assist with customer projects on an as-needed basis.
  • Create and update procedural documentation as required.
  • Offer basic telephony exchange support and local network cable patching.
  • Deliver second-line operational support across various platforms.
  • Conduct initial investigations and report on network failures.
  • Ensure timely execution of report generation and uploads.

Essential Skills and Qualifications:

  • Proficient in Microsoft Windows 10 Operating Systems, as well as legacy systems such as Windows 7 and XP, including deployment, configuration, and support.
  • Familiarity with Microsoft Office 2010 and later versions.
  • Working knowledge of Active Directory Administration.
  • Basic understanding of DNS and DHCP.
  • Experience with Cisco AnyConnect VPN and RSA Secure Login.
  • Proven troubleshooting skills for both software and hardware issues.
  • Knowledge of Microsoft SCCM and OS/Application deployment.
  • Strong written communication skills for accurate call logging, documentation, and correspondence.
  • Ability to work effectively both independently and as part of a team.

Desirable Skills and Qualifications:

  • ITIL Version 4 Foundation certification.
  • CompTIA A+ Certification.
  • Certification and training in Microsoft Windows 10.

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