IT Support Specialist

4 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Senitor Associates Full time

Job Overview

Senior Associates is a rapidly growing technology company that delivers high-quality business solutions tailored to its customers' specific needs. Their services range from Managed IT and Telephony to Document Management Systems and Printers.

About the Role

We are seeking an enthusiastic and passionate IT support engineer to join our team and provide exceptional technical support as we expand our customer base and launch a new MSP business venture. The successful candidate will serve as the first point of contact for telephone inquiries from contractual clients, logging tickets and gathering details about issues.

Main Responsibilities

  • Triage incidents during calls to identify the root cause of issues and provide first-time fixes whenever possible.
  • Deliver outstanding customer service, acting as the voice of the company.
  • Offer ongoing support with clear, concise verbal and written communication.
  • Log tickets in the support system and escalate issues to second and third-line support when necessary.
  • Adhere to service level agreements (SLAs) for both phone and email support.
  • Manage and resolve issues promptly and efficiently.

Requirements

  • Strong knowledge of Windows 10 and 11; Apple OS knowledge.
  • Active Directory and O365 skills.

What We Offer

This is an excellent opportunity for a talented individual to learn and develop their skills within a successful organisation. The salary for this role is £28-30K per annum, making it an attractive option for those looking to start or further their career in IT support.



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