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Technical Support Specialist

2 months ago

Horsham, West Sussex, United Kingdom VINCI Full time

Job Summary:

VINCI is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing escalated contact to end users, analyzing and resolving ICT problems, and recommending corrective solutions.

Key Responsibilities:

  • Provide hands-on support to end users, resolving ICT problems and implementing corrective solutions.
  • Analyze and diagnose ICT issues, using diagnostic and Service Management tools.
  • Develop and maintain knowledge bases and help sheets for end users and IT consumption.
  • Perform post-resolution follow-ups to ensure customer satisfaction.
  • Record and track service desk request problem-solving processes, including successful and unsuccessful decisions.
  • Assist in software and hardware releases, including communication to end users.
  • Support mobile application lifecycle, including application assessments for testing and validation.
  • Take ownership of Problem Management, chasing outcomes for Problems and advising Service Desk of linked tickets.

Requirements:

  • At least 2 years of experience in a 2nd line support role.
  • Strong knowledge of IT Service Management processes and tools.
  • Excellent communication and problem-solving skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.

About VINCI:

VINCI is a leading international player in the construction and infrastructure sectors. We are committed to providing a supportive and inclusive work environment, where employees can grow and develop their careers. We offer flexible working arrangements and a range of benefits to support work-life balance.