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Senior Technical Support Specialist

2 months ago

Newbury, West Berkshire, United Kingdom MECS Communications Ltd Full time
Job Description

Job Title: Senior Technical Support Specialist

Job Summary:

We are seeking a highly skilled Senior Technical Support Specialist to join our team at MECS Communications Ltd. As a Senior Technical Support Specialist, you will be responsible for providing advanced technical support to our clients, troubleshooting complex issues, and ensuring that our services meet the highest standards of quality.

Key Responsibilities:

  • Provide 2nd and 3rd line technical support to clients, resolving complex issues and ensuring that our services meet the highest standards of quality.
  • Collaborate with support teams to resolve escalated technical issues and ensure that our services meet the highest standards of quality.
  • Identify and prioritize complex or strategic issues affecting major clients and provide technical support to resolve these issues.
  • Investigate and resolve technical issues escalated to a 3rd line level, ensuring that our services meet the highest standards of quality.
  • Perform troubleshooting techniques and best practice fault investigation to a 3rd line level, ensuring that our services meet the highest standards of quality.
  • Resolve and fault fix the most technically complex issues, ensuring that our services meet the highest standards of quality.
  • Interact with vendors to resolve technical issues and ensure that our services meet the highest standards of quality.
  • Identify and manage major incidents that may require special attention, ensuring that our services meet the highest standards of quality.
  • Agile management of tickets and constantly re-evaluating priorities to ensure that our services meet the highest standards of quality.
  • Create and maintain incident management reports, ensuring that our services meet the highest standards of quality.
  • Ensure SLA and KPI commitments are not jeopardized, ensuring that our services meet the highest standards of quality.
  • Proactively monitor systems for fine tuning and performance improvement, ensuring that our services meet the highest standards of quality.
  • Conduct root cause analysis to prevent reoccurring issues, ensuring that our services meet the highest standards of quality.
  • Make recommendations to prevent repeat incident occurrence, ensuring that our services meet the highest standards of quality.
  • Perform high availability checks, testing, and fine tuning maintenance, ensuring that our services meet the highest standards of quality.
  • Assist with complex solution deployments and other related IT and Service Desk projects, ensuring that our services meet the highest standards of quality.

Requirements:

  • Previous experience within a Technical Support, Helpdesk, or Service Desk environment to a 3rd line level.
  • Experience in the management of complex/3rd line issues, administration, support, monitoring, trouble shooting, installation, configuration, deployment, and rollout of virtual and on-premise solutions.
  • Knowledge of the IT, Technology, Cloud, ICT, Network Infrastructure, Microsoft communication and collaboration segment.
  • Microsoft 365 M365, Office 365 O365, Windows Server, Active Directory, Teams, Exchange, One Drive, Sharepoint.
  • TCP/IP networking, switches, routers, security, firewalls, and protocols.
  • WAN, LAN, VLAN, WLAN, Meraki Wi-Fi, VPN, DHCP, DNS.
  • Microsoft System Center Configuration Manager (SCCM) or Microsoft Endpoint Manager suite.
  • ITIL foundation.

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a highly skilled and motivated individual who is passionate about providing exceptional technical support, we encourage you to apply for this exciting opportunity.