IT Support Specialist

1 week ago

London, Greater London, United Kingdom WEX Europe Limited Full time

About WEX Europe Limited

WEX Europe Limited is a leading payments and technology company that is revolutionizing the way businesses operate. We are committed to simplifying the business of doing business for our customers, freeing them to focus on what matters most.

Job Summary

We are seeking an experienced IT Support Specialist to join our team in London. As a key member of our IT department, you will be responsible for providing technical support to our staff, resolving issues related to desktops, laptops, mobile devices, software applications, and network connectivity.

Key Responsibilities

  • Provide timely, empathetic, and effective technical support to WEX Europe Limited employees, resolving issues related to desktops, laptops, mobile devices, software applications, and network connectivity.
  • Troubleshoot and resolve hardware and software malfunctions, escalating complex issues to senior IT staff as needed.
  • Thoroughly and accurately document all support interactions, including detailed descriptions of reported issues, troubleshooting steps taken, resolutions implemented, and any relevant communication with end-users to ensure a comprehensive knowledge base for future reference.
  • Proactively identify and work to implement solutions to prevent recurring technical issues.
  • Stay abreast of the latest technological advancements and trends, exploring innovative solutions to improve our IT support services, focusing on AI and automation.
  • Research and recommend new AI-Powered tools and technologies to streamline support processes, automate repetitive tasks, and enhance the user experience.
  • Experiment with AI-driven chatbots, virtual assistants, and knowledge bases to provide self-service support options for employees.
  • Collaborate with other IT team members to maintain a stable and secure IT environment.
  • Manage and maintain an accurate inventory of company IT assets, including hardware and software.
  • Track the deployment, allocation, and lifecycle of IT assets.
  • Consistently meet or exceed established SLAs for response times and issue resolution.
  • Actively seek feedback from end-users to gauge satisfaction and identify areas for improvement.
  • Build rapport with end-users and foster a positive, collaborative relationship.

Requirements

  • Previous experience of working in a customer-facing end-user support role, ideally with a CompTIA A+ certification or equivalent.
  • Experience with IT service management (ITSM) tools.
  • Familiarity with PowerShell scripting or other programming languages.
  • Previous experience with AI-Powered support tools or technologies.
  • Knowledge of cybersecurity best practices.
  • Familiarity with industry-standard tech stacks for networks, infrastructure, and cloud environments (e.g. TCP/IP, DNS, DHCP, Active Directory, AWS, Azure).
  • Experience of supporting Google Workspace Suite, cloud-based applications and mobile devices.
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and concise manner to non-technical users.
  • Strong analytical and problem-solving skills, with a proven ability to think outside the box.
  • Passion for technology and a strong interest in AI and automation.
  • Ability to work independently and as part of a team.
  • Exceptional customer service orientation, with a focus on empathy and building relationships.
  • Proven ability to track metrics, analyse data, and identify areas for improvement.
  • Experience of working in a fast-paced environment with strict deadlines.

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