Technical Support Specialist

2 months ago

Chandler's Ford, United Kingdom Draper Tools Full time

Job Summary

Draper Tools is a family-owned business with a rich history and a strong, supportive culture. We are seeking a skilled Technical Support Specialist to join our IT team.

Key Responsibilities

  • Manage, troubleshoot, and resolve service incidents across IT and WAN products and services.
  • Provide technical support for desktop installation, configuration, and software installation, configuration, and support.
  • Configure and support basic servers.
  • Use remote management solutions to assist with resolving service incidents.
  • Deliver high levels of customer satisfaction.
  • Provide regular communication and support to customers via email, telephone, and service tickets.
  • Ensure all customer information is tracked and kept up to date on the company system.
  • Support, coordinate, and maintain relationships with internal teams where required.
  • Monitor systems for alerts.
  • Manage communication between IT and end users.
  • Proactively update and monitor existing IT systems ensuring they are maintained and kept up to date.
  • Assist with technical projects for technology deployments/upgrades as required by the business.

Essential Skills

  • Good technical knowledge and experience of IT environments.
  • Ability to provide clear advice to non-technical aware customers.
  • Experience of supporting customers in line with SLAs.
  • Strong interpersonal and communication skills – verbal and written.
  • Outstanding attention to detail and accuracy.
  • Adaptability and initiative with a proactive approach.
  • Ability to work to deadlines and prioritize workload.
  • Commitment to further professional and personal development.
  • Enjoy sharing skill-based knowledge and networking.
  • Enthusiastic, analytical, creative, innovative, and confident.
  • Reliable, flexible, and cooperative.
  • Ability to liaise with customers in an empathic and technically effective manner.
  • Ability to work as part of a team and contribute to the overall success of both the Service Desk and organizational objectives.

About Draper Tools

Draper Tools is a family business with a rich history and a strong, supportive culture. We believe everyone can make a difference, and we value opinions, ideas, and collaboration. We are proud to be the official partners of Southampton Football Club.

Benefits

  • Rising to 25 days holiday with the ability to purchase additional leave.
  • Pension scheme.
  • Private health scheme.
  • Staff discount on Draper products.
  • Long service bonus.
  • Day off for your birthday.
  • Cycle to Work Scheme.
  • Employee discount scheme – discounts on gym memberships, groceries, holidays, and more.

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