Technical Support Specialist

4 days ago


Glasgow, Glasgow City, United Kingdom Henderson Scott Full time

Job Summary:

Henderson Scott is seeking a skilled Technical Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing high-quality technical support to our clients across the globe.

Key Responsibilities:

  • Act as the primary point of contact for all technical support queries, providing timely and effective assistance to clients via various communication channels.
  • Diagnose and resolve hardware, software, and network issues, escalating complex cases to relevant technical teams or third-party providers when necessary.
  • Monitor and maintain IT systems, ensuring high levels of performance and availability.
  • Assist with user access management, including setting up new user accounts and permissions.
  • Log and track incidents, requests, and changes in the service desk system, ensuring accurate and detailed documentation.
  • Provide remote global support and guidance to clients, with occasional on-site visits to our office when requested.
  • Collaborate with other IT teams to deliver a seamless support experience.
  • Participate in the shift rota to provide 24/7 coverage, including morning, evening, and night shifts on a monthly rotation.
  • Maintain knowledge base and support documentation for both technical and non-technical audiences.

Requirements:

  • Proven experience working in 1st & 2nd line support.
  • Strong knowledge of Windows operating systems, Active Directory, and Office 365.
  • Experience with remote desktop tools and ticketing systems (ServiceNow, Jira etc)
  • Solid understanding of networking fundamentals (e.g., DNS, DHCP, TCP/IP).
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication skills with the ability to explain technical issues to non-technical users from all over the globe.
  • Ability to manage multiple tasks effectively while maintaining attention to detail.
  • Comfortable working independently as well as part of a team.
  • Familiar with ITIL processes and frameworks.
  • Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified: Fundamentals) are desirable.


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