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Enterprise Technical Support Specialist

2 months ago

Liverpool, Liverpool, United Kingdom The Investigo Group Full time

About the Company

The Investigo Group is a dynamic coalition of cutting-edge tech firms specialising in innovative solutions. Our ecosystem encompasses various products and services, including IIS, Vestigo Consulting, and Collaboraite.

We pride ourselves on creating an inclusive workplace where diversity, equity, and inclusion thrive. Our mission is to deliver world-class secure internet capabilities enhancing productivity across diverse skillsets and organisations.

Job Summary

We are seeking an Enterprise Technical Support Specialist to join our team. As a key member, you will provide exceptional technical support and customer service, serving as the first point of contact for system-related inquiries.

Key Responsibilities

  • Triage issues, fulfill service requests, and manage user accounts while maintaining high customer satisfaction levels.
  • Ensure accurate logging of incidents and service requests in the ticket management system, aiming to resolve tickets upon first contact when necessary.
  • Work within established SLAs, adhering to IT processes and procedures, and communicate early if SLAs are likely to be missed.
  • Proactively monitor, progress, and resolve service desk tickets, keeping users informed on status from inception to resolution.
  • Manage service request fulfillment, including new user account creation, administration, reporting, and equipment configuration.
  • Contribute to assigned technical support projects, ensuring timely delivery and quality.
  • Create and update support documentation for internal and customer-facing use, enhancing knowledge base efficiency.

Requirements

  • At least 12 months of experience in a Service Desk or Helpdesk environment.
  • A team player with excellent communication skills and professional telephone manner.
  • Proven experience delivering high-quality ICT customer service with meticulous attention to detail.
  • Proficiency in implementing and supporting ICT equipment, services, and systems.
  • User Account Management experience, particularly with Active Directory (AD).
  • Strong skills in end-user hardware and software support for Windows desktop PCs and laptops.
  • Familiarity with ICT terminology and general understanding of ICT.
  • Experience with remote support applications.
  • Ability to work effectively with technical and non-technical staff and customers at all levels.

Estimated Salary: £28,000 - £35,000 per annum, depending on experience, location, and performance. Benefits include private medical insurance, inclusive culture, generous holiday allowance, learning opportunities, bonus potential, discounts on products and services, pension scheme contributions, EV car scheme, and hybrid working policy.

About the Location

This role is based in our Liverpool HQ in the North West of England. Ideal candidates are adaptable, detail-oriented, and enthusiastic about learning new technologies.