Tech Support Specialist

1 month ago

Cardiff, Cardiff, United Kingdom Alcumus Full time
Job Title: Tech Support Engineer

About the Role:

The Tech Support Engineer role is a critical position within our organization, responsible for providing exceptional technical support to our colleagues and customers. As a Tech Support Engineer, you will be the first point of contact for technical issues, working closely with our internal teams and external partners to resolve problems efficiently and effectively.

Key Responsibilities:

  • Provide 2nd line technical support to our users, responding to queries via phone, email, and face-to-face interactions.
  • Escalate complex issues to the 1st line support team and work collaboratively to resolve problems.
  • Log calls into our ticket management system, taking ownership of user problems and being proactive in resolving issues.
  • Support company hardware and software, including macOS and Microsoft 365.
  • Allocate complex calls to relevant teams and log incidents with external 3rd party service providers.
  • Achieve a high level of customer satisfaction, responding and resolving 95% of incidents within the SLA.
  • Support the delivery of tech support projects and contribute to the development of our technology knowledge bank.
  • Regularly review and improve our technical processes and procedures.
  • Provide support during opening hours, 08:00 till 18:00, via shifts.
  • Apply information security principles to daily tasks and maintain relationships with team members and customers through regular travel to Alcumus offices.

Requirements:

  • Previous experience in a technical support role.
  • Previous telephone support experience.
  • Experience of using a ticket management system.
  • Familiarity with Microsoft 365.
  • Experience of installing and troubleshooting hardware and software.
  • Strong problem-solving skills and excellent communication skills.
  • Team player with a strong work ethic, adaptable and flexible, and able to work under pressure.

What We Offer:

  • A mature and flexible 'work your way' culture.
  • Generous holiday allowance.
  • A 'giving day' to give back to others.
  • Enhanced family-friendly leave.
  • An employee assistance programme.
  • 24-hour online GP.
  • Gym discounts.
  • Cycle to work scheme.
  • Paid time off when physically and mentally unwell.

Join Our Team:

We're a dynamic and supportive team, passionate about delivering exceptional technical support to our colleagues and customers. If you're a motivated and experienced technical support professional, we'd love to hear from you.

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