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Technical Support Specialist

2 months ago

Charing Cross, United Kingdom Net-Worx (2001) Limited Full time
Job Description

Job Title: Technical Support Analyst

Job Type: Full-time

Location: Remote, UK

Job Category: IT & Technology

About Us: Net-Worx (2001) Limited is a leading provider of software solutions and services that simplify the lives of businesses and organizations.

Job Summary

We are seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will play a crucial role in ensuring our customers receive prompt and effective support. You will be responsible for monitoring our Service Desk logging system, resolving incidents and requests, and providing training and support to our customers.

Key Responsibilities
  • Monitor our Service Desk logging system (Zendesk) to ensure all incidents and requests are resolved or triaged within SLAs and KPIs.
  • Use remote access technology, knowledge sources, and diagnostic tools to resolve issues or escalate them to other teams or third-party suppliers.
  • Keep an eye on call flow and alert the relevant team when there are high volumes.
  • Spot and report repetitive incidents to the relevant team with precise and accurate information.
  • Assist Customer Support Analysts with quick and effective problem resolutions through support, guidance, escalation, or training.
  • Handle non-technical How To queries and maintain accurate client information in the Service Desk logging system.
  • Participate in team projects that enhance the quality and efficiency of our support service, and keep our internal procedures up to date.
  • Maintain a good understanding of the iSAMS product and stay informed about system developments.
  • Train new and existing iSAMS team members on using our system.
Requirements
  • Previous experience in a Service Desk/Helpdesk/Support environment at the 2nd line level, including incident management and working within SLAs.
  • Solid knowledge of SQL using MS SQL Management Studio, experience in debugging web-based applications, and preferably coding in ASP.NET (C#).
  • Some understanding of IT systems, network configuration, major applications, and desktop support.
  • Detail-oriented and has strong analytical skills.
  • A strong communicator, both written and verbal.
  • A self-motivated team player who can work with little supervision.
  • Organised and able to adapt to changing priorities with a flexible, can-do attitude.
  • Willing to learn on the job and continuously improve.