Technical Support Specialist

2 weeks ago

Buckinghamshire, United Kingdom Matchtech Full time

The role of the IT Support Engineer encompasses a diverse range of responsibilities, including hardware imaging, delivering exceptional customer service, and managing the triage and resolution of support tickets.

Success in this position requires the ability to juggle multiple tasks in a dynamic environment, while adhering to industry best practices and creating user documentation, all in line with ITIL standards.

A commitment to providing prompt and effective service is essential, along with a proactive, motivated, and solution-oriented mindset.

Excellent verbal and written communication skills are crucial, as you will interact with various departments and levels within the organization.

This position necessitates daily attendance at the company headquarters.



Key Responsibilities:
  • Manage daily operations of new and existing support tickets, including assigning and reassigning tasks to the broader team.
  • Collaborate with the IT Management team to define SLAs and KPIs.
  • Engage with customers at all organizational levels through various communication channels, including phone, email, and in-person, particularly in handling escalated tickets.
  • Work closely with the IT Technical team for issue escalation.
  • Partner with third-party vendors to resolve technical issues.
  • Triage ServiceDesk tickets by evaluating the quality of information and prioritizing requests.
  • Oversee the complete management of incidents and requests until resolution.
  • Identify recurring issues and propose enhancements to processes or workflows.
  • Support change management initiatives within the IT Department.
  • Maintain the company asset register accurately and promptly.
  • Contribute significantly to delivering measurable benefits in customer service, operational efficiency, and risk reduction.
  • Proactively identify opportunities for improvement and present robust business case proposals to the team manager.
  • Provide guidance and mentorship to junior team members, leading by example.
  • Contribute ideas for continuous service improvement.
  • Develop, produce, and maintain IT documentation in accordance with established procedures.

Outline of Competencies:
  • Capable of imaging desktops, laptops, tablets, and mobile devices, including setup and maintenance of imaging/build infrastructure.
  • Assist the IT team with ongoing ticket management and workload.
  • Conduct monthly induction sessions for new users.
  • Request quotes and procure hardware from third-party suppliers as needed.
  • Raise purchase orders as required.

Qualifications and Experience Required:
  • Prior experience in service/help desk support.
  • Familiarity with service desk tools.
  • Experience with Active Directory for access management tasks.
  • Proficient in Microsoft O365 Admin Centre for administration and access.
  • Skilled in printer configuration and troubleshooting.
  • Proficient in Windows 10/11 and Office 2016 through O365.
  • Experience with system management via SCCM.
  • Excellent communication skills, both written and verbal.
  • A minimum of 3 years of experience in IT support.
  • Knowledge of Microsoft Server technologies, including MS Server, MS Exchange, Group Policy, Windows Terminal Services, Certificate Services, VMware, MCSE, or equivalent is advantageous.

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