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Senior IT Support Specialist
2 months ago
We are seeking a highly skilled and experienced Senior IT Support Specialist to join our team at Kurt Geiger. As a key member of our IT department, you will be responsible for providing expert technical support and service to our colleagues and teams across the organization.
Key Responsibilities- Hardware Support: Provide expert hardware support and service to KG colleagues and teams, including installation, configuration, and troubleshooting of hardware devices.
- Ticket Management: Monitor, triage, and manage assigned and unassigned tickets, ensuring timely updates and resolution within the agreed Service Level Agreement (SLA).
- Technical Support: Support queries and issues that arrive via various channels, including email, phone, and walk-ins, and ensure a ticket log is recorded.
- Third-Party Collaboration: Work closely with third-party suppliers and service providers to promptly resolve incidents and requests.
- Incident Management: Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.
- Process Improvement: Identify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.
- Project Support: Contribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.
- Technical Skills: Exposure in the IT industry within a similar role, with sufficient technical skills in Windows 10, Apple OS, Azure AD, AD, Group Policies, Microsoft/Office 365, Azure Virtual Desktop, and other relevant technologies.
- Networking Knowledge: Understanding of basic networking concepts, including TCP/IP, UDP, DNS, VPNs, VLANs, and other relevant networking technologies.
- Customer Service: Great customer service skills to support the business and provide excellent support to our colleagues and teams.
- Compliance: Comply with and advise on Kurt Geiger Technology standards and security procedures and processes as published by the Information Security Manager.
