Technical Support Specialist

4 weeks ago


Brighton, Brighton and Hove, United Kingdom BIMM Institute Full time

Technical Support Specialist

BIMM Institute is seeking a dedicated Technical Support Specialist to ensure the smooth operation of technology services across our campus.

About the role:

As the Technical Support Specialist, you will play a crucial role in maintaining the technical customer service experience on our campus. From managing helpdesk tickets to providing remote and deskside support for students and staff, your efforts will contribute to the seamless operation of technology services, enabling our community to make the most of the resources available to them.

Key Responsibilities:

  • Take ownership of the helpdesk ticket management process at 1st and 2nd line levels, ensuring prompt resolution of technical issues.
  • Provide remote and deskside support to campus buildings, assisting both students and staff with their technology needs.
  • Collaborate closely with the Regional Technology Supervisor to manage helpdesk tickets efficiently and meet service level agreements.
  • Manage staff account creation and retirement, ensuring accurate record-keeping and adherence to security protocols.
  • Procure and maintain accurate records of campus technology assets, including device builds and deployment.
  • Cultivate positive relationships with stakeholders and work with third-party vendors as needed.

Requirements:

  • A blend of technical expertise and exceptional customer service skills.
  • The ability to remain calm, patient, and personable while addressing technical issues.
  • Experience managing helpdesk ticket queues in a fast-paced environment, with a focus on prioritization and business needs.
  • Proficiency in Microsoft Cloud Technologies, Microsoft client operating systems, Mac operating systems, and Active Directory.
  • Knowledge of cyber security best practices, network infrastructures, and printer management.
  • Strong communication skills, both verbal and written, with a commitment to accessibility and collaboration.


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