IT Support Specialist

2 weeks ago


Billingham, Stockton-on-Tees, United Kingdom Numata Full time

Are you passionate about delivering exceptional IT support?

Numata is seeking a dedicated Service Desk Engineer to join our team onsite in Billingham. This is an exciting opportunity to play a pivotal role in providing top-notch IT end-user support and representing a dynamic and client-focused company.

About the Role:

The Service Desk Engineer will provide comprehensive IT support, including hardware, software, and network assistance. As the first line of defense for our clients, you'll ensure their IT environments run smoothly and efficiently.

Key Responsibilities:

  • Be the Face of Numata: Represent our brand as the first point of contact, delivering exceptional service to internal and external customers.
  • Incident Management: Respond promptly to customer requests within SLA and accurately capture all details in our PSA platform.
  • Problem Resolution: Analyze issues, develop timely solutions, and provide regular updates to clients.
  • Support Expertise: Offer guidance on supported applications, ensuring issues are resolved in line with Numata's best practices.
  • Continuous Improvement: Create and update Knowledge Base articles, suggest procedural improvements, and stay updated on modern technologies and standard operating procedures.
  • Collaboration: Escalate critical issues to your Team Leader or MSOC Manager and supervise 3rd-party product installations or maintenance activities remotely when required.
  • Empowerment: Provide training and guidance to customer personnel to empower them with self-help solutions.

What We're Looking For:

  • A passion for delivering exceptional customer service.
  • Strong analytical and problem-solving skills.
  • A proactive attitude with excellent communication and interpersonal abilities.
  • Experience in IT support, including hardware, software, and network environments.
  • Familiarity with PSA platforms and ITIL best practices is a plus.

Why Join Numata?

  • Be part of a collaborative and innovative team.
  • Opportunities for professional growth and development.
  • Contribute to delivering an unrivaled experience for our clients.
  • Work in a dynamic environment where your ideas and expertise are valued.

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