Technical Support Specialist

4 weeks ago

East Anglia, United Kingdom Michael Page International Full time

Role Overview

The primary objective of this position is to deliver exceptional service and assistance to our clients, both internal and external.

Utilizing expertise and continuous learning to ensure that IT hardware, software applications, and services are consistently available and functioning at optimal levels.

Company Background

A UK-based company specializing in grounds maintenance, leveraging cutting-edge technology.

We provide a diverse array of services, including grounds upkeep, winter maintenance, landscape design and construction, tree care, and installation of electric vehicle charging stations to over 50,000 commercial properties throughout the UK.

Key Responsibilities

  • The Technical Support Analyst is tasked with delivering outstanding customer service to our employees, field teams, and clients, ensuring that all business-as-usual tickets are addressed promptly.
  • This role involves taking ownership of incidents and service requests, striving for timely and efficient resolutions, and escalating issues to the appropriate teams when necessary.
  • Accountable for the installation, configuration, and maintenance of hardware and software across various devices and applications.
  • Responsible for managing user accounts and permissions, including the onboarding and offboarding of personnel.
  • Configuration of new accounts and provisioning of new hardware are also key tasks.
  • Maintaining an up-to-date IT knowledge base with insights gained from resolving incidents and service requests to enhance resilience and knowledge sharing.
  • Providing hands-on support for customers on-site as per a weekly schedule.
  • Committed to personal development, actively seeking to acquire new skills and technologies to foster innovation and automation in processes and procedures.
  • Facilitating the adoption and support of new applications and functionalities within the IT team.

Candidate Profile

Essential Qualifications

  • Proven experience in effectively troubleshooting the Windows operating system.
  • Experience in delivering excellent customer service in dynamic, high-growth environments, showcasing adaptability and resilience in the face of ambiguity and technical challenges.
  • Familiarity with Microsoft Azure, Active Directory, Exchange, and Office 365.
  • Knowledge of IT Service Management frameworks such as ITIL and COBIT.
  • Proficient understanding of the Microsoft technology stack.

Desirable Qualifications

  • Experience in troubleshooting database and data-related issues.
  • Proficient application troubleshooting skills across web, mobile, API, and SaaS platforms.
  • Experience with Microsoft Dynamics is a plus.

Benefits

  • Competitive salary package.
  • Pension scheme.
  • Complimentary gym access for Head Office employees or subsidized gym memberships for those based elsewhere.
  • Nursery vouchers available.
  • Cycle-to-work scheme.
  • Travel loan options.
  • Employee support services, including free flu vaccinations, online private GP services, and a premium subscription to a wellbeing app.
  • Training and development opportunities, including coaching and mentoring plans.
  • Financial incentives such as a yearly bonus scheme, access to Wagestream, and employee share options.

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