Technical Support Expert

5 days ago

SouthendonSea, Southend-on-Sea, United Kingdom Couno ® IT Solutions Full time
About Couno ® IT Solutions

We are a leading provider of premium technology solutions, dedicated to delivering exceptional efficiency and performance to our clients.

Our core values of Accountability, Knowledge, Performance, and Team drive everything we do, and we're committed to ensuring our team members are aligned with these principles from the outset.

Job Summary

We're seeking a highly skilled Technical Support Specialist to join our team, where you'll play a pivotal role in solving complex technical issues, maintaining our premium service, and building strong client relationships.

Key Responsibilities
  • Advanced IT Support: Provide top-tier assistance to clients, ensuring their technical needs are met with expertise and professionalism.
  • Complex Issue Resolution: Investigate and resolve intricate technical problems, demonstrating exceptional problem-solving skills and transparent communication with clients.
  • Escalation Management: Lead the management of escalated service requests, prioritizing urgency and efficiency while maintaining client satisfaction.
  • Client Engagement: Foster strong, long-term relationships with clients through trust, exceptional customer service, and professional consultative interactions.
  • Record-Keeping: Maintain meticulous records of support interactions, ensuring sensitive client information is handled with discretion and integrity.
  • Training and Education: Educate and train clients and junior team members on advanced IT solutions, imparting knowledge and insights.
  • Customer Requirements: Clarify customer requirements, probe for understanding, and confirm requirements or problems.
  • Administrative Tasks: Perform administrative duties and assume project responsibilities as assigned.
Requirements
  • A strong background in technical support roles, with several years of experience, preferably within an MSP environment.
  • Proficiency in Windows Desktop Operating Systems (e.g., Windows 10/11)
  • Advanced understanding of IT concepts, including Windows Server, Active Directory, DNS, DHCP, and related technologies.
  • Proven expertise in Office 365 Administration, including Exchange, SharePoint, and InTune.
  • In-depth knowledge of network fundamentals (TCP/IP, DHCP, DNS, Routers, Switches, Firewalls, Wireless Access Points).
  • Competency in Windows Server installations.
  • Experience with Office 365 Exchange and SharePoint Migrations.
  • Demonstrated ability to manage complex IT projects. Familiarity with Azure AD and advanced IT solutions.
  • Exceptional problem-solving skills and a commitment to delivering the highest levels of customer service.
  • Strong organisational skills, with the capability to multitask and maintain a high level of attention to client satisfaction.

We're excited to hear from you if you're passionate about delivering advanced IT support, building strong client relationships, and meeting the requirements listed above. Get in touch today to learn more about this opportunity and how you can join our team at Couno ® IT Solutions.

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