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Tech Support Specialist
2 months ago
About the Role:
The Tech Support Engineer role is a key position within our IT department, responsible for providing 2nd line technical support to our colleagues and customers. This involves resolving issues within agreed service level agreements and key performance indicators as set within the tech support guidelines.
Key Responsibilities:
- Providing 2nd line technical support to 800+ users, answering support queries via phone, email, and face-to-face while maintaining a high degree of customer service in line with ITIL best practices.
- Escalating support to the 1st line support team as needed.
- Logging calls into our ticket management system, taking ownership of user problems, and being proactive when dealing with their issues.
- Supporting company hardware and software.
- Allocating more complex calls to the relevant teams where appropriate.
- Logging incidents with our external 3rd party service providers.
- Aiming to respond and resolve 95% of incidents within the SLA.
- Supporting the delivery of tech support projects.
- Carrying out regular checks of backups, infrastructure, security measures, and systems.
- Assisting in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function.
- Being proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk.
- Providing support during the opening hours of tech support, 08:00 till 18:00 via shifts.
- Considering and applying information security principles within day-to-day tasks.
- Regular travel to Alcumus offices to maintain relationships with team members and customers.
- Delivering the Alcumus Technology induction programme.
Requirements:
- Previous experience in a technical support role.
- Previous telephone support experience.
- Experience of using a ticket management system.
- Familiarity with Microsoft 365.
- Experience of installing and troubleshooting hardware and software.
- Skills and Competencies:
- Competent with Microsoft Office applications.
- Excellent communication skills.
- Strong problem-solving skills.
- Personal Attributes:
- Team player.
- Approachable.
- Empathetic.
- Strong work ethic.
- Adaptable and flexible.
- Ability to work under pressure of tight timescales.
- Ability to adapt to change.
- Enthusiastic and pragmatic.
- Customer-focused and willing to listen.
Desirable:
- Experience in supporting macOS.
- Familiarity with Microsoft Intune.
- Qualifications:
- Degree level educated.
- ITIL Foundation.
- Microsoft 365 Fundamentals Certification.
What We Offer:
We provide a mature and flexible 'work your way' culture, generous holiday allowance, a 'giving day' to give back to others, enhanced family-friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, cover for a variety of healthcare, dental, optical, and wellbeing treatments/services, a cycle to work scheme, and paid time off when you're physically and mentally unwell.
What You'll Get in Return:
You'll be part of a great team, working on exciting projects, and developing your skills and knowledge. You'll have the opportunity to make a real difference in the lives of our customers and colleagues. And, of course, you'll receive a competitive salary and benefits package.
