Technical Support Specialist

7 days ago

Wickford, United Kingdom Precise Placements Ltd Full time
Job Description

We are seeking a highly skilled Technical Support Specialist to join our team at Precise Placements Ltd. As a key member of our IT department, you will be responsible for providing exceptional technical support and services to our clients.

Key Responsibilities:
  • Provide escalation support for 1st Line technical issues and deal with complex technical problems.
  • Carry out on-site activities for support, installations, and troubleshooting where necessary.
  • Take ownership of the Service Desk and implement new features, improvements, and service level agreements.
  • Assist in building and maintaining internal support processes and documentation.
  • Liaise with 3rd party vendors and triage support tickets between them and our clients.
  • Ensure timely resolution of support tickets and incidents 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 clients' infrastructure, backups, and monitoring, and take action accordingly.
  • Help produce and maintain clear and accurate systems documentation for work undertaken by the IT team and user guidance.
  • Engage with various IT Projects.
  • Proactively explore new technologies and investigate their potential utilization with the company.
Requirements:
  • 2-3+ years of experience in technical support.
  • Experience with Autotask and Datto RMM platforms.
  • Ideal knowledge of Azure and O365.
  • High levels of customer service and client-facing experience.
Working Environment:

This role will work closely with the CTO and senior solutions consultants on integration and support projects. The ideal candidate will have a strong understanding of IT systems and be able to work effectively in a fast-paced environment.

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