Technical Support Specialist

6 days ago

Sunderland, Sunderland, United Kingdom Proactive Appointments Full time
1st Line Support

Proactive Appointments Limited is seeking a motivated and detail-oriented Technical Support Specialist to join their team. As a key member of the IT department, you will be responsible for providing exceptional customer service and technical support to clients.

Key Responsibilities:
  • Provide end-user support via remote technologies and telephone support
  • Flexibility to attend customer sites to provide on-site support as required
  • Technical support for all endpoints - desktops, laptops, and mobile devices
  • Accurate assessment of the impact and urgency of a fault/request and respond accordingly
  • Effective and efficient ticket management, to provide detailed technical troubleshooting notes and ensure frequent and timely updates are visible
  • Work to ensure all tickets are owned and progressed through their lifecycle to a prompt resolution and agreed customer closure
  • Create and maintain support documentation and knowledgebase articles
  • Cultivate and foster partnerships and positive working relationships with customers and colleagues
  • Work with internal and external resources to facilitate the prompt resolution of issues
  • Ensure SLAs and OLA's are proactively managed and attained
Requirements:
  • Full driving license (and own vehicle) is essential. Willingness to travel
  • A good level of understanding of Microsoft Cloud services and what they are and what services they provide
  • Comptia or any Microsoft Qualifications will be an advantage

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation. We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website.

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