Technical Support Specialist

2 days ago


Bracknell, Bracknell Forest, United Kingdom IT Talent Solutions Ltd Full time

Job Title: Technical Support Analyst

About the Role:

We are seeking a highly skilled and experienced Technical Support Analyst to join our team at IT Talent Solutions Ltd. As a key member of our IT support function, you will be responsible for providing top-tier technical support to our clients.

Key Responsibilities:

  • Technical Support: Provide 2nd line technical support, troubleshooting and resolving a wide range of IT issues, including hardware, software, and network-related queries.
  • Escalation Management: Assist with escalations from 1st line support, ensuring timely resolution and excellent service delivery.
  • Collaboration: Collaborate with internal teams and external vendors to resolve complex technical issues.
  • System Monitoring: Monitor system performance, proactively identifying potential issues and implementing effective solutions.
  • Documentation: Maintain documentation and support procedures, contributing to knowledge sharing across the team.
  • Continuous Improvement: Participate in continuous improvement initiatives to enhance the efficiency and effectiveness of the IT support function.

Requirements:

  • Experience: Proven experience in a 2nd line support role, with a strong understanding of IT infrastructure, including Windows Server, Active Directory, Office 365, and networking.
  • Problem-Solving Skills: Excellent problem-solving skills with the ability to troubleshoot complex technical issues.
  • Communication Skills: Strong communication and interpersonal skills, with the ability to provide a high level of customer service.
  • ITIL Framework: Familiarity with ITIL frameworks and best practices is an advantage.
  • Teamwork: Ability to work independently as well as in a collaborative team environment.


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