Technical Support Specialist

3 days ago

Maidenhead, Windsor and Maidenhead, United Kingdom YourPrime Full time
Job Overview

YourPrime is seeking a skilled Solution Consultant / Application Technical Consultant to join our team and support our clients with top-tier technical solutions.

As a key member of our team, you will provide technical support for all software solutions delivered by our client, conduct detailed troubleshooting and issue replication, and perform internal and external triage of support tickets.

Key Responsibilities:

  • Provide technical support for all software solutions delivered by our client
  • Conduct detailed troubleshooting and issue replication
  • Perform internal and external triage of support tickets
  • Manage and resolve support tickets in line with SLA
  • Prepare and manage change requests and incident reports
  • Implement technical changes and manage deployments
  • Follow internal support processes and governance
  • Maintain internal WIKI, troubleshooting, and install guides
  • Escalate critical support issues as per customer contracts
  • Participate in on-call support rota (24/7 cover, overtime pay applicable)
  • Support SDMs & Account Manager with reporting and reactive customer support
  • Manage Major Incident Management (MIM) and P1/P2 out-of-hours (OOH) processes

Additional Responsibilities:

  • Support the Testing Team as needed
  • Maintain knowledge of PC, RF, handheld, infrastructure, and related technologies
  • Install and troubleshoot equipment on customer premises
  • Fulfill other responsibilities as required by our client, including management requests
  • Maintain proficiency with internal tools (Service Tonic, JIRA, Confluence)

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