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Technical Support Specialist

2 months ago

East Anglia, United Kingdom Couno ® IT Solutions Full time

About Couno ® IT Solutions

Couno ® IT Solutions is a leading provider of premium technology solutions, dedicated to delivering exceptional efficiency and performance to our clients.

Our Company Values

We are committed to the following core values:

  • Accountability - We take responsibility for our actions and strive to drive results with our team and clients.
  • Knowledge - We continuously develop our knowledge to deliver premium technology solutions.
  • Performance - We strive for excellence in everything we do, finding solutions and delivering results.
  • Team - We are a professional and collaborative team, working together to achieve our goals.

About the Role

We are seeking an experienced Technical Support Specialist to join our team. As a key member of our service delivery team, you will be responsible for providing advanced IT support, maintaining our premium service, and enhancing client relationships.

Key Responsibilities

  • Provide advanced IT support with a strong emphasis on delivering a premium service, ensuring clients receive top-tier assistance.
  • Investigate and resolve complex technical issues, demonstrating expertise in problem-solving and escalation when needed, while maintaining transparent client communication.
  • Lead the management of escalated service requests, prioritizing urgency and efficiency.
  • Engage with clients in a professional, consultative manner, fostering strong, long-term relationships through trust and exceptional customer service.
  • Maintain meticulous records of support interactions, ensuring all sensitive client information is handled with discretion and integrity.
  • Collaborate with clients during onboarding processes and coordinate installation dates, providing assurance and expert guidance.
  • Educate and train clients and junior team members on advanced IT solutions, imparting knowledge and insights.
  • Clarify customer requirements; probe for and confirm understanding of requirements or problem.
  • Deliver customer-centric support that creates positive and valuable experiences.
  • Perform administrative and assume project responsibilities as assigned.

Requirements

  • A strong background in technical support roles, with several years of experience, preferably within an MSP environment.
  • Proficiency in Windows Desktop Operating Systems (e.g., Windows 10/11)
  • Advanced understanding of IT concepts, including Windows Server, Active Directory, DNS, DHCP, and related technologies.
  • Proven expertise in Office 365 Administration, including Exchange, SharePoint, and InTune.
  • In-depth knowledge of network fundamentals (TCP/IP, DHCP, DNS, Routers, Switches, Firewalls, Wireless Access Points).
  • Competency in Windows Server installations.
  • Experience with Office 365 Exchange and SharePoint Migrations.
  • Demonstrated ability to manage complex IT projects. Familiarity with Azure AD and advanced IT solutions.
  • Exceptional problem-solving skills and a commitment to delivering the highest levels of customer service.
  • Strong organizational skills, with the capability to multitask and maintain a high level of attention to client satisfaction.