Senior Technical Support Specialist

5 days ago

Cardiff, Cardiff, United Kingdom Alcumus Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Engineer to join our team at Alcumus. As a Technical Support Engineer, you will be responsible for providing 3rd line technical support to our users, answering support queries via phone, email, and face-to-face while maintaining a high degree of customer service in line with ITIL best practices.

Key Responsibilities
  • Providing 3rd line technical support to our users, answering support queries via phone, email, and face-to-face.
  • Escalating support to the 1st and 2nd line support teams as needed.
  • Logging calls into our ticket management system, taking ownership of user problems, and being proactive when dealing with their issues.
  • Supporting company hardware and software.
  • Allocating more complex calls to the relevant teams where appropriate.
  • Logging incidents with our external 3rd party service providers.
  • Aiming to respond and resolve 95% of incidents within the SLA.
  • Supporting in the delivery of tech support projects.
  • Carrying out regular checking of backups, infrastructure, security measures, and systems.
  • Assisting in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function.
  • Being proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk.
  • Providing support during the opening hours of tech support, 08:00 till 18:00 via shifts.
  • The consideration and application of information security principles within to day-to-day tasks.
  • Regular travel to Alcumus offices to maintain relationships with team members and customers.
  • Delivery of the Alcumus Technology induction programme.
Requirements
  • Proven experience providing 3rd level support.
  • Experience of using a ticket management system.
  • Familiarity with Microsoft 365.
  • Experience of installing and troubleshooting hardware and software.
  • Competent with Microsoft Office applications.
  • Excellent communication skills.
  • Strong problem-solving skills.
  • 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.
What We Offer

We offer a mature and flexible 'work your way' culture, generous holiday allowance, a 'giving day' to give back to others, enhanced family-friendly leave, an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical, and wellbeing treatments/services, a cycle to work scheme, and paid time off when you're physically and mentally unwell.

We also offer a plethora of development resources and support, including access to LinkedIn learning to support you as you develop your career with us.

Last year alone, we filled nearly 30% of our roles with internal candidates, which equates to almost 50 people being promoted.

About Alcumus

We believe that everyone should be able to go home safely from work every night, so we've made it our mission to build risk management solutions that are far beyond simple box ticking exercises, instead embracing new and evolving technology that will support our clients to keep their workforce safe.

We're a PE-backed, high-growth business that sets ambitious goals, moves at pace, and fails fast. We believe that if you look after your people, they look after everything else, so we place significant emphasis on providing stretch for personal development.

We value diversity and work hard to foster a culture where everyone can bring their whole self to work, each and every day. Every one of our people is unique, and that's what makes Alcumus stronger as a whole.

We stand for being a team player, being brave, knowing your stuff, and enjoying the journey.

We are an equal opportunity workplace and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, disability, gender identity, and/or expression.

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