Technical Support Specialist

1 week ago


Ilkley, Bradford, United Kingdom Talk Straight Full time
Job Description:

We are seeking a skilled and experienced Technical Support Specialist to join our dynamic team at Talk Straight Ltd.

This role is ideal for an individual with strong technical expertise, excellent problem-solving skills, and a customer-centric attitude. The successful candidate will handle complex technical issues related to network services, internet connectivity, hardware, and customer setups, including routers and firewalls.

  • The primary responsibility of this role is to provide in-depth technical troubleshooting for escalated incidents, ensuring accurate diagnoses, timely resolution, and effective communication throughout the process.
  • Another key aspect of this job is to work closely with third-line engineers and other technical teams to ensure quick resolution of issues.

As a Technical Support Specialist, you will be responsible for managing technical issues escalated by the first line support team, maintaining clear and professional communication with customers regarding escalated issues, providing regular updates, and managing expectations on resolution timescales.

You will also be required to document advanced troubleshooting processes, configurations, and fixes for future reference and to enhance the first line team's knowledge base.

Key Requirements:
  • A minimum of 2-3 years of experience in a technical support or network engineering role, preferably within an ISP or telecommunications environment.
  • Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
  • Strong understanding of internet services, networking hardware, and common operating systems.
  • Excellent communication skills, both verbal and written.
Benefits:
  • Up to £27,500 per annum, depending on experience.
  • Up to 25 days holiday per year plus Bank Holidays.
  • Wellbeing day.
  • Hybrid working.
  • Company events.
  • Contractual sick pay.


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