Technical Support Specialist

6 days ago

Swadlincote, Derbyshire, United Kingdom Bloor Homes Full time
Job Description

We are seeking a highly skilled and motivated 1st Line Support Engineer to join our team at Bloor Homes.

Key Responsibilities
  • Provide exceptional customer service by responding to incoming requests via phone and email, ensuring timely and effective resolution of end-user issues.
  • Document all relevant customer information, including name, department, contact details, and problem nature, as well as regular updates.
  • Build rapport with customers, elicit problem details, and prioritize incidents, service requests, and problems, escalating when necessary to experienced engineers.
  • Record, track, and document the service desk request problem-solving process, including successful and unsuccessful decisions, and actions taken, through to final resolution.
  • Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problems have been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Reinforce and adhere to timescales to manage end-user expectations.
  • Attend meetings necessary for duties.
  • Comply with and uphold company policies and procedures.
  • Undertake additional tasks as reasonably required.
  • Maintain all health and safety aspects associated with Covid-19.
Essential Skills and Attributes
  • Previous experience in a similar role as a 1st Line Support.
  • Experience with desktop operating systems, including Windows 7, Windows 10.
  • Working understanding of Active Directory and Microsoft.
  • Qualification in Microsoft Technical Associate (MTA).
  • Proven written and verbal communication skills.
  • Proven analytical and problem-solving abilities.
  • Knowledge of computing hardware, including PCs and laptops.
Company Benefits
  • Scottish Widows Pension Scheme.
  • 33 days holiday entitlement (including bank holidays).
  • Group Staff Discount at Triumph Motorcycles ltd.
  • Competitive discount on our homes (dependent upon the property and location).

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