1st Line Technical Support Specialist

2 days ago

Borehamwood, Hertfordshire, United Kingdom Interaction - Letchworth Full time
About the Role

We are seeking a highly skilled and experienced 1st Line Technical Support Specialist to join our team at Interaction - Letchworth. As a key member of our IT support team, you will be responsible for providing technical support to our customers, resolving technical issues, and ensuring seamless customer uptime.

Key Responsibilities
  • Provide technical support to customers via phone, email, or in-person, resolving technical issues promptly and efficiently.
  • Perform proactive tasks to maximize customer uptime, including root-cause analysis and preventive measures to avoid recurring issues.
  • Resolve complex monitoring alerts, deploy security updates, perform system maintenance, and upgrade customer systems as required.
  • Manage tickets efficiently and effectively within an ITIL environment.
Requirements
  • At least 2+ years' experience in a commercial IT Support environment, preferably within an MSP.
  • Strong understanding of computer hardware, software, networking, and operating systems.
  • Patient, empathetic, and able to communicate technical concepts to non-technical users.
  • Exceptional customer service skills with a proven ability to quickly build rapport.
  • Proficiency in Microsoft Office 365 services and email services (Exchange, Exchange Online, Mimecast, Gmail).
  • Familiarity with Intune, including Device Management, Conditional Access Policies, and Autopilot.
  • Knowledge of Jamf, SharePoint Online, Teams setup, and Microsoft Azure administration.
  • Experience with hosted telephony systems and Windows Server, including GPO, AD, File Servers, and other server roles.
  • Proficiency in Windows OS (7, 8, and 10) and understanding of DNS, DHCP, TCP/IP, LAN, Routing, VPN, and WAN.
  • Interest and exposure to security, including firewalls and Windows security for servers and workstations.
What We Offer

As a 1st Line Technical Support Specialist at Interaction - Letchworth, you will have the opportunity to work with a talented team, develop your skills, and contribute to the success of our organization. We offer a competitive salary, comprehensive benefits package, and a dynamic work environment.

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