Senior Technical Support Specialist

4 days ago

Bristol, Bristol, United Kingdom Peaple Talent Full time £28,000 - £32,000
Job Summary

We are seeking a highly skilled Senior Technical Support Specialist to join our dynamic and customer-focused support operations team at Peaple Talent. As a key member of our team, you will provide technical expertise and support to our customers, ensuring they receive exceptional service and solutions to their technical challenges.

Key Responsibilities
  • Provide coaching and advice to junior support engineers and apprentices on core partner platforms.
  • Offer best practice recommendations and technical guidance to customers, enabling them to maximize their solutions.
  • Troubleshoot and resolve incidents on various hosted service platforms to support our customers.
  • Escalate customer service incidents to partner channels while maintaining key service level agreements.
  • Attend customer and partner review meetings and deputize for the Head of Support when required.
  • Scope and configure further enhancements to deployed solutions for customers.
  • Work with CXi, Zendesk, Amazon, and Shared Services Practices to deploy customer solutions when required.
  • Develop and deliver training on core partner platforms to customers.
  • Configure and maintain internal IT systems, staff laptops, and peripheral equipment.
Requirements
  • Customer-focused with a proven track record in providing excellent customer service.
  • Excellent written and spoken English, with experience in managing senior/executive customer stakeholders.
  • Formal certification and a minimum of two years of experience with Zendesk or NICE Cxone platforms OR equivalent experience in an IT 1st or 2nd line Support role, ideally in an ITIL operations environment.
  • Experience supporting Azure, AWS, or Office 365 instances.
  • Knowledge and experience in managing hosted/cloud-based technologies.
  • Strong understanding of the telecommunications industry and technical deployments.
Additional Information
  • Location: Bristol office with flexible working arrangements.
  • On-call rota: Included in the team's on-call schedule.
  • The successful candidate must meet Government SC clearance requirements.
  • Training on a wide range of Partner technologies is provided.

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