Technical Support Specialist
2 days ago
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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