Technical Support Expert

7 days ago

SouthendonSea, Southend-on-Sea, United Kingdom Couno ® IT Solutions Full time
About Couno ® IT Solutions

We're a company that creates partnerships to deliver premium technology solutions, enabling efficiency and increasing performance.

Our core values are accountability, knowledge, performance, and teamwork. We take responsibility for our actions, continuously develop our knowledge, strive for excellence, and work together as a family.

Couno ® IT Solutions is an equal opportunity employer.

Job Summary

We're seeking a Technical Support Specialist to solve complex technical issues, maintain our premium service, and enhance client relationships. As a key member of our Service Desk Team, you'll provide advanced IT support, engage with clients at a higher level, and build lasting partnerships.

Key Responsibilities
  • Deliver Premium IT Support: Offer advanced IT support with a strong emphasis on delivering a premium service, ensuring clients receive top-tier assistance.
  • Investigate and Resolve Complex Issues: Investigate and resolve complex technical issues, demonstrating expertise in problem-solving and escalation when needed, while maintaining transparent client communication.
  • Lead Escalated Service Requests: Lead the management of escalated service requests, prioritizing urgency and efficiency.
  • Engage with Clients: Engage with clients in a professional, consultative manner, fostering strong, long-term relationships through trust and exceptional customer service.
  • Maintain Records: Maintain meticulous records of support interactions, ensuring all sensitive client information is handled with discretion and integrity.
  • Collaborate with Clients: Collaborate with clients during onboarding processes and coordinate installation dates, providing assurance and expert guidance.
  • Educate and Train: Educate and train clients and junior team members on advanced IT solutions, imparting knowledge and insights.
  • Clarify Customer Requirements: Clarify customer requirements; probe for and confirm understanding of requirements or problem.
  • Deliver Customer-Centric Support: Deliver customer-centric support that creates positive and valuable experiences.
  • Perform Administrative Tasks: 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 organisational skills, with the capability to multitask and maintain a high level of attention to client satisfaction.

We're looking for someone who is enthusiastic about providing advanced IT support, building strong client relationships, and meets the requirements listed above. If you're interested in joining our team, please get in touch today.

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