Technical Support Specialist

4 weeks ago


Nottingham, Nottingham, United Kingdom Microlise Full time

Job Title: Technical Support Specialist

We are seeking a skilled Technical Support Specialist to join our Support Services team at Microlise. As a Technical Support Specialist, you will play a pivotal role in ensuring a speedy and professional response to issues and incidents, while delivering exceptional customer support.

Key Responsibilities:

  • Assess and prioritise incidents to ensure timely resolution
  • Identify root cause and collaborate with the Incident and Problem Management team
  • Monitor, track, and drive incident investigation, diagnosis, and resolution to meet SLAs
  • Provide technical assistance for service issues in accordance with service desk policies
  • Link known or reoccurring errors, major outages to live incidents for reporting purposes
  • Maintain awareness and understanding of incidents to effectively communicate with senior management and customers
  • Identify patterns in incidents and possible contributing factors or causes of system failure
  • Contribute to the ongoing internal and external knowledge documentation process, including common fixes and known issues
  • Work with other areas to develop and deliver improvements to processes and procedures
  • Contribute to the success of your assigned Swarm, supporting other team members and sharing knowledge

Requirements:

  • Proven experience within a technical support and/or customer-focused environment
  • Excellent communication skills, with the ability to interpret and relay technical information clearly and concisely
  • Positive attitude; capable of working under pressure as part of a team
  • Confident in using your own initiative and proactively thinking outside of the box
  • An investigative mind-set that approaches issues from all angles, especially for the purpose of identifying workarounds for on-going incidents
  • Organised and with a flexible approach to adapt to changing priorities

Why Microlise?

Microlise is a leading provider of software, telematics, and proof-of-purchase solutions to the UK's leading grocery retailers and food logistics providers. We offer a range of benefits, including full support and training, great place to work certification, private medical insurance, and more.



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