Technical Support Specialist

4 days ago


Farnborough, Hampshire, United Kingdom 00139 LEIDOS INNOVATIONS UK LTD. Full time
Job Summary

We are seeking an experienced Technical Support Specialist to join our 24x7 support team in Farnborough.

About the Role

The successful candidate will be responsible for providing exceptional customer experience when supporting bespoke applications, utilizing management tools to provide first and second-line support.

This role requires a strong understanding of ITIL processes, excellent communication skills, and the ability to translate technical issues into user-friendly language.

Key Responsibilities:
  • Support the Shift Supervisor in the provision of application support and maintenance services;
  • Support and maintain customer relationships as part of an application support team;
  • Contribute to ensuring the skills within the application support team are kept relevant to changing technologies;
  • Liaise with customers to resolve application support issues;
  • Work with newly built applications on new technology stacks;
  • Provide level 1 support for bespoke customer applications;
  • Be responsible for critical applications and take ownership of incidents and service requests raised by customers;
  • As part of the support team, work within defined SLAs ensuring customer SLAs are aligned to and avoiding SLA breaches;
Requirements:
  • Understanding of ITIL processes and their importance in a support environment;
  • Excellent communication skills (oral and written), including the ability to listen effectively;
  • Ability to translate technical issues into user-friendly language;
  • Exposure to incident management toolsets such as Service Now or Remedy would be beneficial;
  • An excellent team player;
  • Quick learner;
  • Strong self-awareness, and a capacity to reflect on own practice and to learn from mistakes;
Benefits:
  • A competitive salary range of £40,000 - £60,000 per annum, depending on experience;
  • Contributory pension scheme;


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