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Technical Support Specialist

3 months ago

Manchester, United Kingdom ITV Full time

Technical Support Specialist

(Internal designation: Techzone Analyst)

Group Technology

Permanent Position - Onsite 5 Days a Week

Location: Manchester

Salary Range: £30,000 - £40,000

Your contributions impact millions.

At ITV, we believe in the power of culture. Become part of a team that influences the lives of countless individuals daily.

The Team

The TechZone analysts serve as the primary point of contact for technical assistance at ITV. They deliver troubleshooting and resolution services to colleagues on-site, ensuring a smooth technological experience. As a Technical Support Specialist, your role will be vital in providing first and second line support, emphasizing problem-solving and exceptional customer service.

The Role

  • Address technical challenges swiftly and efficiently
  • Gain proficiency in IT technology standards and protocols
  • Work collaboratively with support teams for rapid incident resolution
  • Document solutions for problem resolution and updates
  • Keep abreast of technology trends and best practices
  • Assist in resolving incidents related to onsite devices
  • Contribute to the development and enhancement of processes
  • Identify personal development opportunities for team success
  • Support requirements gathering and data analysis efforts

Essential Skills (minimum requirements)

  • Experience in end-user support with strong customer service capabilities
  • Proficiency in troubleshooting Apple Macs and Windows PCs
  • Understanding of structured cabling and Wi-Fi connectivity
  • Experience with corporate platform and application delivery
  • Ability to work autonomously and manage customer issues
  • Familiarity with ITSM tools such as ServiceNow is advantageous

Additional Qualifications (key criteria)

  • Certified Diagnostic Engineer status with a primary manufacturer
  • Experience in IT operations support within a media or television production context
  • Collaboration with infrastructure/service desk teams for timely issue resolution