Technical Support Specialist

17 hours ago

ChesterleStreet, Durham, United Kingdom IT Professional Services Limited Full time
Job Description

We are seeking an experienced Technical Support Specialist to join our team at ITPS in Chester le Street, County Durham. This is a challenging and rewarding role that requires excellent technical skills, strong communication abilities, and a passion for delivering exceptional customer service.

About the Role:

  • Fault diagnosis and resolution of technical issues via remote support, providing regular ticket updates and responding to emails promptly whilst delivering a high-quality customer experience with excellent communication and customer care.
  • Meeting service level agreements and deadlines, working effectively as part of the service team, often unsupervised, escalating incidents to Senior Engineers when required, and participating in continuous improvement activities and training.
  • Supporting customers through various channels, including telephone, email, and remote support, ensuring that all interactions are professional, courteous, and efficient.
  • Documenting and updating all support calls, incidents, and outcomes using a ticket-based business management platform (ConnectWise).
  • Maintaining a flexible approach to shift working, attending customer sites when necessary, and collaborating with colleagues to achieve shared goals and objectives.

Requirements:

  • A good understanding of Microsoft Windows, virtualisation, servers, storage, networking, internet, and security concepts, along with relevant ICT-related qualifications such as ITIL Foundation or intermediate Microsoft or CISCO certification.
  • At least two years of 2nd line helpdesk experience, including troubleshooting and problem resolution, with an intermediate level of knowledge in computer hardware build and repair, installing operating systems, and general software removal.
  • An intermediate level of virtualisation (VMWare, HyperV) and knowledge of terminal server environments (RDS), Microsoft Exchange, and malware protection software.
  • The ability to research problems, find solutions using online resources, make decisions, and prioritise workload effectively.

About Us:

IT Professional Services Limited (ITPS) prides itself on delivering exceptional customer experiences through its skilled and dedicated teams. As a Technical Support Specialist, you will play a vital role in helping us achieve this goal.

Salary and Benefits:

The estimated annual salary for this position is £35,000 - £45,000, depending on experience and qualifications. We offer a competitive benefits package, including hybrid working arrangements, opportunities for career progression, and a supportive work environment.

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