Technical Support Specialist

2 weeks ago


Langley Mill, Derbyshire, United Kingdom cv-library.co - Jobboard Full time
Technical Support Engineer

We are seeking a skilled Technical Support Engineer to join our Support Services team. As a key member of our team, you will provide exceptional customer service and technical knowledge to our customers, resolving incidents and issues in a timely and professional manner.

Key Responsibilities:
  • Own incidents through to resolution, providing user support, user administration, and customer liaison
  • Assess and prioritise incidents, identifying root cause and liaising with the Incident and Problem Management team
  • Monitor, track, and drive incident investigation, diagnosis, and resolution to exceed and 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 an awareness and understanding of incidents, allowing effective communication 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 mindset that approaches issues from all angles, especially for the purpose of identifying workarounds for ongoing incidents
  • Organised and with a flexible approach to adapt to changing priorities
What We Offer:
  • Full support and training to ensure you are well equipped to succeed in your role
  • Great Place to Work certified – We have been recognised by the global authority on workplace culture, so come be a part of our success
  • Private medical insurance with Vitality Health including rewards for members
  • 25 days holiday, excluding bank holidays, increasing with service
  • Invested in employee health and well-being with over 20 mental health first aiders in the business
  • Employee Assistance Programmes
  • Great staff extras: Easter eggs, yearly BBQ, Christmas gifts and annual staff awards
Recruitment Process:

For successful candidates, interviews will take place whilst the advert is still live; so don't delay getting your application in

We do not accept speculative CVs and/or cold calls to our Recruitment Team or Hiring Managers.



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