ICT Infrastructure Support Specialist
4 weeks ago
As a key member of our team, you will be responsible for administering and monitoring our support systems, ensuring seamless customer experiences. Your primary focus will be on maintaining and improving our infrastructure, identifying areas for integration and optimization, and collaborating with cross-functional teams to drive business outcomes.
Key Responsibilities:- Monitor and troubleshoot support systems, including Zendesk and 8x8, to ensure optimal performance and customer satisfaction.
- Develop and implement infrastructure improvements to enhance customer experience, leveraging opportunities for integration and automation.
- Collaborate with the Applications Manager, Support Management, and global support teams to drive technical transition of new brands into our systems.
- Manage licensing across all platforms used in the Support department, ensuring compliance and efficiency.
- Design and implement comprehensive back-end AI frameworks within Zendesk to improve self-help capabilities.
- Liaise with the Data team to ensure seamless data transfer and integrity across platforms.
- Conduct regular multi-channel audits to identify areas for improvement and optimize customer experience.
- Act as a focal point for first-line Pre/Post Sales and Technical enquiries via phone, email, and LiveChat, providing expert support for Focusrite/Novation product lines.
- System engineering and administration experience.
- Technical troubleshooting skills.
- Proficiency in Mac OS X and Windows systems.
- An interest in music/audio.
- Zendesk or generic helpdesk admin experience beneficial.
- API experience.
We offer a range of benefits, including flexible/hybrid working, company pension, life insurance, private healthcare, enhanced Maternity and Paternity pay, employee purchase scheme, group bonus scheme, company music events, offsite company parties, and free lunch in the canteen.
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