Technical Support Specialist

6 days ago

Birmingham, Birmingham, United Kingdom Franklin Fitch Full time

Job Summary: We are seeking a highly skilled Technical Support Specialist to join our team at Franklin Fitch. As a Technical Support Specialist, you will be responsible for providing technical support to clients and customers, ensuring their satisfaction by resolving their queries in a timely and efficient manner.

Key Responsibilities:

  • Provide technical support to clients and customers: Respond to technical inquiries, troubleshoot and resolve technical issues related to our cloud solutions.
  • Troubleshoot and resolve technical issues: Identify and resolve technical problems related to our cloud solutions, including hardware, software, and network issues.
  • Escalate complex issues: Escalate complex technical issues to the appropriate team for further investigation and resolution.
  • Manage and update customer cases: Manage and update customer cases in our ticketing system, ensuring timely and efficient resolution of technical issues.
  • Collaborate with other teams: Collaborate with other teams to resolve customer issues and ensure customer satisfaction.
  • Contribute to knowledge base: Contribute to our knowledge base by creating and updating articles for common technical issues.

Requirements:

  • 1+ years of experience in a Service Desk Support Engineer role: Proven experience in a technical support role, with a strong understanding of cloud technologies and ITIL processes.
  • Experience with cloud technologies: Experience with cloud technologies, particularly Azure, and a strong understanding of cloud infrastructure and architecture.
  • Experience with Active Directory: Experience with Active Directory, including user management, group policy, and security.
  • Experience with Microsoft Group Policy: Experience with Microsoft Group Policy, including policy creation, deployment, and management.
  • Experience with Microsoft Office 365 Administration: Experience with Microsoft Office 365 Administration, including user management, group policy, and security.
  • Strong troubleshooting and problem-solving skills: Strong troubleshooting and problem-solving skills, with the ability to identify and resolve complex technical issues.
  • Excellent verbal and written communication skills: Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical stakeholders.
  • Ability to work well in a fast-paced environment: Ability to work well in a fast-paced, team-oriented environment, with a strong focus on customer satisfaction.
  • Knowledge of ITIL processes: Knowledge of ITIL processes and procedures, including incident management, problem management, and change management.

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