Technical Support Specialist

7 days ago

Wickford, United Kingdom Precise Placements Ltd Full time
Job Description

Job Title: Technical Support Engineer

Job Type: Full-time

Company: Precise Placements Ltd

Location: Remote (UK)

About the Company:

Precise Placements Ltd is a dynamic and growing company that specializes in providing top-notch IT services to its clients. We are seeking a highly skilled Technical Support Engineer to join our team and help us deliver exceptional support to our clients.

About the Role:

We are looking for a Technical Support Engineer who has a strong background in IT support, with a focus on cloud-based technologies such as Azure and O365. The ideal candidate will have experience with Autotask and Datto RMM platforms, as well as excellent customer service skills.

Key Responsibilities:

  • Provide escalation support for 1st Line support on IT and Service Desk requests.
  • Deal with any issues from the Service Desk.
  • Carry out onsite activities for support, installations, and troubleshooting where it is not possible to fix remotely.
  • Provide ownership and innovation of the Service Desk and enable new features, improvements, and service level agreements.
  • Assist and build all our internal support processes and documentation.
  • Liaise with 3rd party vendors and triage support tickets between them and our customers.
  • Ensure support tickets and incidents are dealt with in a timely manner and within agreed SLAs.
  • Build and maintain relationships with 3rd party suppliers for services such as IaaS, managed printing, and software vendors.
  • Perform computer/server and software installations.
  • Support the ongoing maintenance and stability of IT Services.
  • Perform scheduled maintenance and other tasks, often outside of normal business hours.
  • Ensure IT system, standards, and procedures are maintained throughout the business.
  • Carry out daily checks of our customers' infrastructure, backups, and monitoring and action accordingly.
  • Help produce and maintain clear and accurate systems documentation for work undertaken by the IT team and in production of user guidance and instructions.
  • Engage with various IT Projects.
  • Proactively explore new technologies and investigate how they may be utilized with the company.

Requirements:

  • 2-3+ years within technical support.
  • Experience with the Autotask & Datto RMM platforms.
  • Ideal knowledge of Azure and O365.
  • High levels of customer service/client-facing experience.

What We Offer:

We offer a competitive salary, excellent benefits package, and opportunities for professional growth and development. If you are a motivated and experienced Technical Support Engineer looking for a new challenge, please submit your application.

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