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Technical Support Specialist

2 months ago

Swindon, Swindon, United Kingdom The People Network Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at The People Network. As a Frontline IT Support Engineer, you will be responsible for providing exceptional technical support to our clients, ensuring seamless IT operations and delivering world-class service.

Key Responsibilities
  • Technical Support: Provide rapid response to all tickets and alerts, ensuring a quality service and minimizing BAU disruption.
  • System Changes: Make system changes in line with strict Change Management processes.
  • Service Improvement: Provide recommendations for improvement to services, focusing on increased availability, improved service levels, reduced costs, and improved convenience and satisfaction.
  • Communication: Ensure regular and effective communications with clients and internal stakeholders using ticket management for a crisp audit of all actions.
  • Problem Investigation: Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes.
  • SLA Management: Maximize Ticket workflows by working within published and contractual SLAs, escalating where necessary.
  • Major Incident Management: Be a voice and resolver during any and all Major Incidents, capable of taking the lead in Scribing, Time keeping, Communications.
  • Technology Knowledge: Stay up to date with all current PPS technologies by making time inside and outside of working hours.
  • Action/Development Plans: Assess and build action/development plans for current & future technology knowledge & skills that are required within the Sop's wider team, to succeed in Service Delivery.
  • Support Standards: Optimize Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistent performance, whilst also committing to the adherence of the client SLA.
  • Disruption Identification: Proactively identify any potential disruption to any or all products & services for our clients.
Requirements
  • Problem Solving and Ownership: Demonstratable problem solving and ownership skills.
  • Technical Skills: SQL – Experience in complex writing SQL queries, Unix – Highly capable and demonstratable effective competence, Java – Ability to read Java code.
  • Complex Solutions: Experience in the definition and design of complex solutions.
  • Client Relationship Management: Proven experience in client relationship management.
  • Language: Fluent English.
  • MS Office: MS Office skills.
Desirable Knowledge/Experience
  • AppDynamics
  • Jira/Jira Service Desk
  • Confluence
  • OpsGenie
  • Citrix
Education

Degree or equivalent in a computer science or a scientific/technical discipline (desirable).

Behavioral Requirements
  • Organization: Well organized – able to plan own work and track progress against a plan.
  • Methodical Work: Methodical worker, high attention to detail · Tenacious problem solver.
  • Flexibility: Flexible, can cope with changing priorities.
  • Communication: Strong communicator, both written & oral. Able to explain technical issues and solutions to peers.
  • Self-Starter: Self-starter, team player.
  • Relationship Building: Able to build relationships with external companies.
  • Interpersonal Skills: Excellent interpersonal skills.