Senior Technical Support Specialist
3 weeks ago
Piccadilly One is a leading digital transformation partner for a renowned British brand. We are seeking a highly skilled Senior Service Desk Engineer to join our high-performing IT support function. The successful candidate will be responsible for troubleshooting end-user devices and applications, ensuring that IT issues are resolved quickly and meeting service level targets. We are looking for someone with excellent communication skills, knowledge of IT service ticketing tools, and extensive experience working on a helpdesk.
Key Responsibilities:
- Troubleshooting end-user devices and applications.
- Ensuring IT issues and faults reported to the IT team are resolved quickly.
- Mentoring and leading junior members of the team.
- Updating the Service Desk tool and logging tickets using the Service Desk ticketing tool.
- Resolving complex hardware/software problems and supporting Office 365 Suite and Microsoft Business Central.
- Providing EUC support and troubleshooting telephone, voice, Teams, WIFI, VPN, SDWAN, and cyber security monitoring endpoint security solutions.
- Prioritizing support and maintenance tasks to meet service level expectations.
- Providing suggestions for improvement to the IT team based on user feedback and discoveries.
- Working closely and collaboratively with other IT teams.
Requirements:
- Excellent communication skills, both in person and virtually.
- Knowledge of effectively using an IT service ticketing tool.
- Proven extensive experience working on a helpdesk.
- Mastery of Microsoft Business Central, Intune, O365, Entra-ID, Azure, MaaS360, Manage Engine, SD-WAN, and Citrix.
- Passion for technology and customer service.
- Mentoring of team members and leading by example.
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