Onsite Technical Support Specialist

3 weeks ago

Nottingham, Nottingham, United Kingdom Littlefish Full time

Join the Littlefish Team

Location: Brentford

Salary: Up to £40,000

Work Schedule: 5 days a week, including occasional weekends and events

Role Overview:

Littlefish is on the lookout for an Onsite Technical Support Specialist to deliver exceptional onsite assistance to our valued contract clients. This role encompasses troubleshooting and resolving issues related to desktops, laptops, printers, and applications, alongside basic network and server management.

As an Onsite Technical Support Specialist, you will serve as a key escalation point, enhancing the quality of service provided by the broader Onsite Team. You will also support the Service Delivery Manager with technical insights and mentorship to ensure the effective management of the Onsite Team.

Your proactive approach will be crucial in supporting customers and engaging in various project initiatives.

Key Responsibilities:

  • Demonstrate best practices within the team and provide guidance to enhance the performance of the Onsite Team.
  • Investigate recurring incidents to identify opportunities for reducing incoming requests.
  • Mentor junior team members and act as a technical escalation resource.
  • Regularly review engineer incidents and requests to enhance documentation and troubleshooting standards.
  • Oversee ticket management, monitor breach statuses, and manage open backlog processes.
  • Maintain knowledgebases and articles, ensuring the relevance and accuracy of information.
  • Serve as an escalation point in the absence of the Service Delivery Manager for incident and request management.
  • Take initiative in driving customer improvements, whether in business-as-usual or project contexts, and provide timely updates to clients.

Candidate Profile:

  • At least 2 years of experience in an Onsite Support role.
  • Proven leadership experience.
  • Proficient in creating technical documentation.
  • Strong problem-solving skills.
  • Experience in quality assurance.
  • Familiarity with MacOS is a plus.
  • Understanding of telephony systems.
  • Knowledge of ITSM tools such as Heat or Service Now.
  • Ability to manage time effectively and work under pressure.
  • Capable of handling multiple tasks simultaneously.
  • Occasional travel may be required for business purposes.
  • Solid understanding of IT infrastructure support across various technologies, including desktop/laptop/printer hardware, Office 365, Exchange, Windows 10, Active Directory, and deployment technologies like SCCM, WSUS, and MDT.

Life at Littlefish:

Our core values define our identity as a business and guide our operations. We prioritize hiring individuals who align with these values as we continue to grow.

I am High Performing- We strive for excellence by seeking opportunities to enhance quality and efficiency.

I am Passionate- We celebrate team successes and support one another, fostering a positive work environment.

I Have a Can-Do Attitude – We embrace challenges and are committed to achieving our goals.

If you believe you can contribute meaningfully, we encourage you to consider joining us on this journey.

At Littlefish, we are dedicated to creating an inclusive environment where everyone can be themselves. We welcome applications from individuals of diverse backgrounds and are committed to supporting all candidates throughout the recruitment process.

As part of our application process, we include a set of Equality, Diversity, and Inclusion questions, with options to 'prefer not to say' for each.

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