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Technical Support Specialist

3 months ago

Edinburgh, Edinburgh, United Kingdom Progeny Full time
Role Overview

As a Technical Support Specialist, you will become an integral part of our expanding IT department, assisting colleagues with various IT-related challenges, encompassing network, hardware, and software issues. You will serve as a primary contact for internal team members, ensuring seamless support and fostering excellent service standards.


Your enthusiasm for delivering exceptional assistance to internal clients, combined with your technical expertise, will enhance our service offerings. Reporting directly to the IT Support Team Leader, this position offers a dynamic environment where you can acquire diverse skills and advance your career.


Working Arrangement: This position follows a 'Hybrid' work model (3 days in the office/2 days remote), with an initial requirement to be present in the office daily for approximately three months for training and acclimatization.


Key Responsibilities
  • Addressing first-line IT support inquiries, acting as a liaison for team members through various communication channels.
  • Providing second-line IT support as necessary, utilizing remote assistance.
  • Managing ticket triage, reassigning, and prioritizing as required.
  • Diagnosing and resolving technical challenges, including hardware and software issues.
  • Adhering to service level agreements (SLAs) for incidents, requests, and problems.
  • Configuring and installing new IT equipment and software, ensuring documentation and user guides are current.
  • Conducting IT orientations and training sessions for new employees.
  • Escalating issues to the appropriate line managers when necessary.
  • Traveling to other offices within the region to provide in-person support as needed.
Skills, Knowledge, and Expertise
  • Proven experience in an IT role, preferably in first-line support or helpdesk environments.
  • Strong familiarity with Windows 10/11, Microsoft Office, hardware maintenance, and Microsoft AD/ADD/365 Admin Centre.
  • General understanding of IT principles and industry best practices (Level 2 or 3 National Extended Diploma in IT or equivalent is preferred).
  • Basic networking knowledge, including TCP/IP, DNS, and DHCP.
  • Excellent troubleshooting abilities with a knack for quick and independent problem-solving.
  • Strong communication skills, capable of conveying technical concepts to non-technical users.
  • Able to thrive in a fast-paced setting, collaborating with the team and working autonomously.
  • A valid driving license and access to a personal vehicle is advantageous for occasional travel to other offices.
Benefits
  • 30 days of annual leave plus public holidays
  • Wellbeing day
  • Birthday leave
  • Volunteering day
  • Private medical insurance, including 24/7 digital GP services
  • Employee assistance program for mental and physical health support
  • Group pension plan
  • Life insurance coverage
  • Eyecare vouchers
  • Family leave options
  • Referral incentive program

For further details, please refer to our comprehensive job description, which outlines the responsibilities and qualifications in greater depth.