Technical Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Franklin Fitch Full time

Job Summary:


We are seeking a highly skilled Technical Support Specialist to join our team at Franklin Fitch. As a Technical Support Specialist, you will be responsible for providing technical support to our clients and customers, ensuring their satisfaction by resolving their queries in a timely and efficient manner.


Key Responsibilities:


  • Provide technical support to clients via various communication channels
  • Troubleshoot and resolve technical issues related to our cloud solutions, including Azure, Active Directory, and Microsoft Office 365 Administration
  • Escalate complex issues to the appropriate team for further investigation and resolution
  • Manage and update customer cases in our ticketing system, ensuring accurate and timely resolution
  • Collaborate with other teams to resolve customer issues and ensure customer satisfaction
  • Contribute to our knowledge base by creating and updating articles for common issues, enhancing our internal documentation and support resources


Requirements:


  • 1+ years of experience in a Service Desk Support Engineer role, with a strong background in cloud technologies and IT service management
  • Experience with cloud technologies, particularly Azure, Active Directory, and Microsoft Office 365 Administration
  • Strong troubleshooting and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
  • Excellent verbal and written communication skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders
  • Ability to work well in a fast-paced, team-oriented environment, with a strong focus on customer satisfaction and service delivery
  • Knowledge of ITIL processes and procedures is a plus, with a strong understanding of IT service management principles and best practices


What We Offer:


As a Technical Support Specialist at Franklin Fitch, you will have the opportunity to work with a cutting-edge MSP at the forefront of cloud solutions, serving a diverse clientele. You will be part of a dynamic team that values innovation, collaboration, and customer satisfaction. We offer a competitive compensation package, comprehensive benefits, and opportunities for professional growth and development.

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