IT Support Specialist

2 weeks ago

York, York City, United Kingdom Interface Recruitment UK Full time

About the Role:

As an IT Support Specialist with Interface Recruitment UK, you will be working as a technical support specialist for a software company in York. This role involves providing 2nd to 3rd line IT services, focusing on customer service, technical knowledge, and problem-solving skills.

  • Key Responsibilities:
  • Provision of technical support to internal end-users and external customers during agreed working hours on a rota basis.
  • Participate in out-of-hours on-call rotations.
  • Deliver excellent customer service via phone, ticketing systems, email, and face-to-face interactions.
  • Accurately log all incidents and requests onto the Service Desk ITSM tool.
  • Develop, present, and implement proposals to enhance IT systems.
  • Maintain high levels of incident ownership through the incident lifecycle.
  • Understand and adhere to technical escalations.
  • Occasionally perform onsite low-level consultancy work.
  • Comprehend, enforce, and promote IT security best practices.
  • Complete administrative tasks, acknowledge events, check security logs, log, and progress change requests and internal changes.
  • Provide occasional infrastructure support and patching outside core business hours.
  • Ongoing documentation of network, infrastructure, and related systems.
  • Required Skills and Qualifications:
  • Broad and up-to-date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos, etc).
  • Ability to prioritize work with minimal supervision and use initiative to meet deadlines.
  • Capacity to work independently and collaboratively as part of a team.
  • Strong attention to detail in logging/updating support tickets and technical documentation.
  • Excellent verbal and written communication skills.
  • Exceptional customer service skills and problem-solving abilities.
  • Assertive, confident, positive, and professional demeanor.
  • High degree of multitasking capability.
  • Flexibility and adaptability according to business demands.
  • Ability to work under pressure.
  • Must possess a 'can-do' attitude at all times.
  • At least 5 years' experience working in a Service Desk environment.
  • Benefits:
  • Certs & Training: ITIL V4 upon successful probation, 1-week certified course.
  • Work from Home/Office: 50/50 arrangement, can be 100% if preferred.
  • Holidays: 25 days per year.
  • Mental Health Days: One Wednesday per month allowed, 1-hour extra during the day.
  • Pension: Contributory pension (5% employee – 4% employer).
  • Parking: Available if working from office.
  • Social Benefits: Great team dynamic and social opportunities, including Xmas party and EOY party, foodie Fridays, and on-site leisure facilities.
  • Notice Period: 1 month.
  • PDP: Personal Development Plan created on start date.
  • Learning and Development Days: 12 days available throughout the year.
  • Additional Benefits:
  • Fantastic Work-Life Balance with specific procedures supporting wellbeing and preventing burnout.
  • A fully paid wellbeing hour in addition to regular breaks each month.
  • Progression Opportunities: Various levels from entry to senior management.
  • Private Medical Insurance at a discounted rate.
  • Enhanced Parental Leave Packages.
  • Flexible Working Options, including a £100 support package for home working setup.
  • Fully-funded training programs to aid growth and progression via eLearning and in our high-tech training suite.
  • On-site Leisure Facilities, Company Activities, and Team Sports.
  • A range of Team Perks, including seasonal parties, team nights out, trips abroad, and regular incentives.

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