Technical Support Specialist

4 weeks ago

Reading, Reading, United Kingdom ALL Full time

Position Overview

The Technical Support Specialist is tasked with overseeing the entire life-cycle of all service-related incidents and requests, utilizing IT Service Management (ITSM) and knowledge management systems. In this capacity, you will serve as the initial point of contact for all service inquiries, responsible for keeping clients informed about progress and suggesting alternative solutions when necessary, in addition to supporting and maintaining end-user services.

This position requires on-site work, focusing on hardware maintenance and swiftly resolving technical issues.

Key Responsibilities

  • Deliver first-contact resolution by diagnosing, troubleshooting, and rectifying issues.
  • Refer more intricate problems to senior IT personnel for further investigation and resolution.
  • Mentor junior staff and disseminate knowledge among team members.

Core Duties

  • Assist the IT Team by utilizing ITSM tools, monitoring service ticket assignments, and ensuring proper delegation to relevant internal and external resources.
  • Work diligently to ensure that requests align with established service level objectives (SLOs).
  • Report issues through escalation channels and act as a liaison between clients and resolution teams to ensure timely issue resolution.
  • Manage company assets, including configuring devices for new employees, ensuring compliance with baseline device standards, and securely handling devices from departing employees.
  • Collaborate with Human Resources for onboarding and offboarding processes, including account setup for new hires and disabling accounts for departing staff.
  • Utilize procurement systems to acquire IT-related applications, services, and infrastructure, while obtaining competitive quotes to minimize expenses.
  • Employ ITSM tools to generate and prepare monthly Key Performance Indicator (KPI) reports.
  • Identify patterns in service requests to enhance service delivery.
  • Support the business and IT Team by proactively driving tasks to completion.
  • Work alongside the IT Team to assess and analyze potential suppliers.
  • Foster relationships with suppliers to optimize cost efficiency.
  • Assist the IT Team in determining supply requirements and researching potential vendors, providing recommendations to meet procurement needs.
  • Provide operational management and support for SharePoint, ensuring users have appropriate access and modifying access as necessary.
  • Assist the IT Infrastructure Manager with the implementation and activation of phishing simulations.
  • Ensure users are aware of and adhere to minimum security standards, reporting any security incidents that may occur.

Essential Skills

  • Asset & Configuration Management: Ability to maintain secure configurations and accurate records, managing IT assets effectively.
  • Change Management: Capable of implementing changes based on requests and adhering to change control procedures.
  • Continual Service Improvement: Awareness of process efficiency and optimization methods; support initiatives to enhance processes.
  • Incident Management: Proficient in identifying and documenting incidents, gathering necessary information, and allocating tasks to the appropriate teams.
  • Information Security: Knowledgeable about information security measures and controls to mitigate risks.
  • Interpersonal Skills: Strong ability to collaborate with diverse individuals at all levels; positive attitude and excellent communication skills.
  • Ownership and Initiative: Capable of managing issues until resolution or reassignment; effective in both independent and team settings.
  • Problem Management: Ability to investigate and address problems in systems and processes, contributing to solutions and preventive measures.
  • Service Reporting: Competent in gathering data from systems and providing basic reporting.
  • Technical Specialism: Proficient in technical support activities and routine maintenance tasks; strong PC skills including Microsoft Office applications.
  • Technical Understanding: Awareness of core technical concepts relevant to the role.
  • Testing: Ability to execute test scripts under supervision and understand the testing process.
  • Troubleshooting and Problem Resolution: Skilled in identifying and resolving issues across various technologies.
  • User Focus: Proficient in engaging with users to understand and meet their needs.

Qualifications and Experience

  • A minimum of two years' experience in a similar role.
  • A technical qualification from a college or university is preferred.

Benefits

  • Competitive Salary and Annual Bonus
  • Stock Options
  • Contributory Pension Scheme
  • 25 Days Annual Leave plus Public Holidays
  • Cycle to Work Scheme (Salary Sacrifice)
  • Car Scheme (Salary Sacrifice)
  • Employee Assistance Programs
  • Discounts Platform

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