Tech Support Specialist

1 month ago

Cardiff, Cardiff, United Kingdom Alcumus Full time

About the Role

The Tech Support Engineer role is a key position within our IT department, responsible for providing 2nd line technical support to our colleagues and customers. As a Tech Support Engineer, you will be the first point of contact for technical issues, working closely with our 1st line support team to resolve problems efficiently and effectively.

Key Responsibilities

  • Provide 2nd line technical support to 800+ users, responding to support queries via phone, email, and face-to-face while maintaining a high degree of customer service in line with ITIL best practices.
  • Escalate support to the 1st line support team as necessary.
  • Log calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues.
  • Support company hardware and software.
  • Allocate complex calls to the relevant teams where appropriate.
  • Log incidents with our external 3rd party service providers.
  • Aim to respond and resolve 95% of incidents within the SLA.
  • Support in the delivery of tech support projects.
  • Carry out regular checking of backups, infrastructure, security measures, and systems.
  • Assist in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function.
  • Be proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk.
  • Provide support during the opening hours of tech support, 08:00 till 18:00 via shifts.
  • Consider and apply information security principles within day-to-day tasks.
  • Regular travel to Alcumus offices to maintain relationships with team members and customers.
  • Deliver the Alcumus Technology induction programme.

Requirements

  • Previous experience in a technical support role.
  • Previous telephone support experience.
  • Experience of using a ticket management system.
  • Familiarity with Microsoft 365.
  • Experience of installing and troubleshooting hardware and software.
  • Skills and Competencies:
    • Competent with Microsoft Office applications.
    • Excellent communication skills.
    • Strong problem-solving skills.
  • Personal Attributes:
    • Team player.
    • Approachable.
    • Empathetic.
    • Strong work ethic.
    • Adaptable and flexible.
    • Ability to work under pressure of tight timescales.
    • Ability to adapt to change.
    • Enthusiastic and pragmatic.
    • Customer-focused and willing to listen.

Desirable

  • Experience in supporting macOS.
  • Familiarity with Microsoft Intune.
  • Qualifications:
    • Degree level educated.
    • ITIL Foundation.
    • Microsoft 365 Fundamentals Certification.

About Us

At Alcumus, we provide a mature and flexible 'work your way' culture, generous holiday allowance, a 'giving day' to give back to others, enhanced family-friendly leave, an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical, and wellbeing treatments/services, a cycle to work scheme, and paid time off when you're physically and mentally unwell.

Join Our Team

We're a great bunch of people, and it's essential to us that everyone contributes to an environment that's positive and full of laughs. We've always got something going on, from charity events and competitions to recognition events and awards, and we encourage our teams to get involved and have fun along the way.

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