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Technical Support Specialist

2 months ago

Norwich, Norfolk, United Kingdom TEC PARTNERS LIMITED Full time
{"title": "2nd Line Technical Support Technician", "description": "Technical Support Role

We are seeking a highly motivated individual to join our Technical Support team as a 2nd Line Technical Support technician. This is a brilliant time to be joining our business, which is currently experiencing an exciting phase of growth.

As a 2nd Line Technical Support technician, you will be responsible for providing remote technical assistance to our diverse client base, addressing their hardware and software-related issues, and ensuring exceptional customer support.

Key Responsibilities:
  • Provide technical support to clients via phone, email, or chat in a professional and courteous manner.
  • Perform basic troubleshooting and resolution of hardware and software issues, including desktops, laptops, printers, and networking devices.
  • Accurately document all client interactions, issues, and resolutions in our ticketing system, ensuring comprehensive records for future reference.
  • Escalate complex technical issues to the appropriate internal teams, following established protocols and ensuring timely resolution.
  • Collaborate with other members of the technical support team to share knowledge, best practices, and contribute to the continuous improvement of our support processes.
  • Ensure high levels of customer satisfaction by addressing client concerns, providing timely updates, and effectively managing client expectations.
Requirements:
  • Strong knowledge of basic troubleshooting techniques, including hardware and software diagnostics.
  • Excellent customer service and interpersonal skills, with the ability to communicate technical concepts to non-technical individuals effectively.
  • Strong problem-solving abilities, with a logical and systematic approach to issue resolution.
  • Experience with LANs & WANs.
  • Experience with Microsoft Server Operating Systems.
  • Experience with remote support tools and ticketing systems is highly desirable.
  • Ability to work independently and efficiently manage multiple priorities in a fast-paced environment.
  • Flexibility to work outside regular business hours, if required, to provide 24/7 support to clients.
  • Experience with Office 365 platform including setup, configuration, and support.
  • Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar qualifications are a plus.
What We Offer:
  • Great opportunities for career advancement, training and development.
  • Private Medical Individual cover.
  • Established pension plan.
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