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Senior Technical Support Specialist
2 months ago
We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our IT team at Apetito. As a key member of our team, you will be responsible for leading the 2nd line Service Desk on day-to-day activities, ensuring all support functions are running smoothly and effectively.
Key Responsibilities- Lead the 2nd line Service Desk on day-to-day activities, ensuring all support functions are running smoothly and effectively.
- Be well known across all areas of the business, through face-to-face support, providing visibility and transparency of the IT Support function.
- Perform thorough and concise resolution of complex escalated issues, such as end user application or hardware, network connectivity/firewall or domain administration tickets, adhering to SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system.
- Follow-up all processes for use of IT systems, documenting process and procedure of all actions and activities on IT equipment.
- Maintain ownership of technical procedural documentation utilised at all levels of the 2nd line Service Desk.
- Autonomous, self-motivated, and able to act with limited support and supervision (On-Call services).
- Conforms to international key IT processes such as support, change and asset management (ITIL) and can lead by example with 1st & 2nd line in adherence to change processes.
- Assist 2nd line support engineers in troubleshooting and break-fixing.
- Lead the response to any outages affecting business operations. Ensuring communication to the business is sent, co-ordinating with 3rd party vendors/suppliers and overseeing speedy resolution to the issues.
- Coordinate with vendors/contractors for provision of end-user support (e.g., Hardware repair, replacement, intervention).
- Raise firewall change requests with our support partner, ensuring a business case and change approval has been provided.
- Implement best practices to resolve issues, follow guidelines provided (Knowledge Base), document and improve existing guidelines, and propose new ones.
- Provide training and mentoring to 2nd line support engineers to empower their growth and development, as well as improving the overall team capabilities.
- At least 3 years of experience in a senior technical support role.
- Windows Server.
- Active Directory.
- Microsoft 365.
- Azure Cloud.
- Advanced knowledge in Computer Hardware.
- Advanced knowledge in Common Software applications.
- Advanced knowledge in Microsoft Operating system.
- Advanced understanding of IP & Subnetting.
- Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices.
- Proficient knowledge in Ticketing software.
- PC/Laptop hardware.
- VMware virtualisation knowledge.
- Next Generation Firewall knowledge.
- Cisco / Meraki knowledge.
- Competitive salary - accredited Living Wage employer.
- 25 days holiday per year, plus bank holidays.
- Option to purchase up to 5 additional days annual leave per year.
- Discretionary annual bonus scheme.
- Pension scheme - employer matched contributions up to 4%.
- Life assurance scheme worth at least 1x annual salary.
- Subsidised canteen.
- Free parking.
- Free turkey or voucher at Christmas.
- Apetito perks scheme including salary sacrifice options and retail discounts.
