Technical Support Specialist

1 week ago

London, Greater London, United Kingdom Education Horizons Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Education Horizons. As a key member of our technical specialists team, you will play a critical role in helping our clients achieve a smooth transition to our products, integrations with other tools, and vendor products.

Key Responsibilities
  • Provide advanced technical support and assistance to clients, focusing on database and infrastructure aspects in multiple hosting configurations.
  • Collaborate with support team colleagues to ensure cases progress in line with SLA commitments.
  • Educate and provide recommendations to clients to improve usability, performance, and customer satisfaction.
  • Assist in building and consolidating knowledge within the team by writing, reviewing, and updating knowledge base articles.
  • Responsible for daily operations of phone service for clients, including answering inbound calls via the support line.
Requirements
  • Microsoft Windows Server and Active Directory expertise.
  • Microsoft SQL Server – Operations and Tuning (Intermediate to Advanced) skills.
  • Microsoft Office Products including M365 – Configuration and Usage knowledge.
  • Web Services including Microsoft IIS – Installation and Usage experience.
  • Network, firewall, and VPN technologies – Good Understanding.
  • Server, virtualisation, and storage technologies – Good Understanding.
Desirable Skills
  • Proven ability to diagnose and resolve complex website issues related to site and service configuration, application or security errors, and performance bottlenecks.
  • Ability to diagnose web infrastructure from the perspective of a browser, using client tools like Dev Tools and HAR files.
  • Security Software (Anti-Virus, Anti-Malware etc.) Microsoft Remote Desktop – Installation and Usage experience.
  • AWS Hosting Experience.
About Education Horizons

We are Australia's largest EdTech company, providing software for over 2200 schools and 3 million school users in more than 60 countries. We are passionate about delivering exceptional customer service and creating a first-of-its-kind, end-to-end school experience and management platform.

We value output and impact over rules and policies. If you're a solutions-driven, creative, and professional individual who is passionate about technology and software solutions, we encourage you to apply.

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