Technical Support Expert

3 days ago

SouthendonSea, Southend-on-Sea, United Kingdom Couno ® IT Solutions Full time
About Couno ® IT Solutions

We are a leading provider of premium technology solutions, dedicated to delivering exceptional efficiency and performance to our clients.

Our core values of Accountability, Knowledge, Performance, and Team drive everything we do, and we're looking for like-minded individuals to join our team.

Job Description

As a Technical Support Specialist, you will play a pivotal role in solving complex technical issues, maintaining our premium service, and building strong client relationships.

You will report to the Service Desk Team Lead and be responsible for providing advanced IT support, engaging with clients at a higher level, and building lasting partnerships.

Key Responsibilities
  • Advanced IT Support: Deliver top-tier assistance to clients, ensuring their technical issues are resolved efficiently and effectively.
  • Complex Issue Resolution: Investigate and resolve complex technical issues, demonstrating expertise in problem-solving and escalation when needed.
  • Escalated Service Requests: Lead the management of escalated service requests, prioritizing urgency and efficiency.
  • Client Engagement: Engage with clients in a professional, consultative manner, fostering strong, long-term relationships through trust and exceptional customer service.
  • Record Keeping: Maintain meticulous records of support interactions, ensuring all sensitive client information is handled with discretion and integrity.
  • Training and Education: Educate and train clients and junior team members on advanced IT solutions, imparting knowledge and insights.
  • Customer Requirements: Clarify customer requirements, probe for and confirm understanding of requirements or problem.
  • Administrative Tasks: Perform administrative and assume project responsibilities as assigned.
Requirements
  • A strong background in technical support roles, with several years of experience, preferably within an MSP environment.
  • Proficiency in Windows Desktop Operating Systems (e.g., Windows 10/11)
  • Advanced understanding of IT concepts, including Windows Server, Active Directory, DNS, DHCP, and related technologies.
  • Proven expertise in Office 365 Administration, including Exchange, SharePoint, and InTune.
  • In-depth knowledge of network fundamentals (TCP/IP, DHCP, DNS, Routers, Switches, Firewalls, Wireless Access Points).
  • Competency in Windows Server installations.
  • Experience with Office 365 Exchange and SharePoint Migrations.
  • Demonstrated ability to manage complex IT projects. Familiarity with Azure AD and advanced IT solutions.
  • Exceptional problem-solving skills and a commitment to delivering the highest levels of customer service.
  • Strong organisational skills, with the capability to multitask and maintain a high level of attention to client satisfaction.

We're looking for a talented individual who is passionate about delivering exceptional IT support and building strong client relationships. If you're enthusiastic about this role and meet the requirements, we encourage you to apply and join our team at Couno ® IT Solutions.

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