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Customer Support Specialist

2 months ago

London, Greater London, United Kingdom Transparity Solutions Limited Full time

The Support Engineer: 3rd Line is a critical role within Transparity Solutions Limited, responsible for managing escalated and priority tickets through to resolution. This involves utilising their own resources, as well as leveraging the extensive capabilities of Transparity's support desk ticketing system, to ensure successful resolution of support issues.

Main Duties and Responsibilities:

  • Answer overflow calls, ensuring that support tickets are raised and categorised appropriately.
  • Provide timely and effective customer communication and updates throughout the lifespan of any issue or request.
  • Proactively update time and ticket entries within the support desk ticketing system.
  • Take ownership of tickets assigned or escalated to you, ensuring resolution throughout the entire ticket life cycle.
  • Ensure customer documentation and process guides are regularly updated as required.
  • Adhere to change control procedures at all times.
  • Manage change requests through the full life cycle.
  • Provide expert technical assistance to our client base.
  • Offer expert technical assistance and mentoring to the Service Desk team.
  • Stay up-to-date with Microsoft Cloud technologies and associated platforms.
  • Invest time in taking and passing technical examinations as agreed with the support desk team leader.
  • Deliver exceptional customer service.
  • Collaborate with Microsoft and other suppliers to resolve issues.
  • Provide out-of-hours technical support as required via the on-call rotation schedule.
  • Deliver remote project and implementation tasks.
  • Provide technical assistance for new customer acquisitions.
  • Support the new customer journey.
  • Critical incident management and root cause analysis.
  • Develop and deploy internal processes, as well as train team colleagues.
  • Identify opportunities for improvement within customer environments.
  • Keep the wider Service Desk team informed about new and retiring Microsoft technologies.
  • Attend customer sites to provide on-site technical support, as required.
  • Meet assigned individual key-performance-indicators (KPI's).
  • Prioritise personal time management and maintain punctuality.

About You

At Transparity Solutions Limited, we value a strong work ethic, dedication to delivering service excellence, and the ability to build exceptional working relationships. You will need to demonstrate creative thinking, problem-solving skills, and high levels of organisation.

  • Excellent customer-facing and service skills.
  • Ability to connect with customers and build rapport.
  • Self-motivation.
  • Organised and punctual.
  • Creative problem-solving.
  • Capability to work effectively within a team, including mentoring juniors.
  • Willingness to learn.
  • Experience as a 2nd or 3rd line IT support/service desk role required.
  • Experience using Microsoft 365 software required.
  • Certified in Microsoft 365 Administrator/Expert advantageous.
  • Certified in Microsoft Azure Administrator/Expert advantageous.
  • Certified in other Microsoft Cloud technologies advantageous.

About Us

Transparity Solutions Limited is a fast-growing IT company focused on Microsoft Cloud-based solutions. We strive to create an inclusive environment where our employees thrive based on integrity, a strong work ethic, a one-team ethos, a desire to learn and develop, and a commitment to delivering unwavering service excellence to our customers, vendors, and partners.