Senior Technical Support Specialist
4 weeks ago
We are seeking a highly skilled Senior Technical Support Specialist to join our team at Spectrum IT Recruitment. The ideal candidate will have a strong background in technical support, with a minimum of 3 years of experience working for an MSP. The role requires excellent problem-solving skills, great all-round knowledge of technologies, and the ability to manage multiple tasks efficiently whilst maintaining communication with our customers.
The successful candidate will be responsible for providing 3rd level technical support to customers, resolving complex hardware and software issues and reducing reoccurring incidents. They will also collaborate with, and mentor junior members of the service desk team, providing escalation, sharing knowledge and driving standards.
Key Responsibilities:
- Provide 3rd level technical support to customers, resolving complex hardware and software issues and reducing reoccurring incidents.
- Collaborate with, and mentor junior members of the service desk team, providing escalation, sharing knowledge and driving standards.
- Provide technical assistance with the planning and implementation of internal and customer IT Projects.
- Create and maintain documentation for technical procedures, configurations and solutions.
- Support the Sales and Account Management Teams with customer-facing technical pre-sales assistance.
- Deliver product presentations and demonstrations, providing support at external and internal customer facing events.
- Maintain and improve existing systems while ensuring a proactive approach to system optimisation and security.
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