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Technical Support Specialist

2 months ago

Luton, Luton, United Kingdom Think IT Resources Full time
Technical Support Analyst

Think IT Resources is seeking a skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will be responsible for providing first-class technical support to our internal users, working with external and internal development teams to ensure the correct software/hardware solution is delivered, and creating and/or revising existing documentation on a regular basis.

Key Responsibilities
  • Be the centre of technical knowledge and expertise.
  • Create and/or revise existing documentation to ensure relevance, recording all documentation on the CRM system.
  • Test and validate new products, features, and firmware, ensuring comprehensive documentation is shared with relevant departments internal and external.
  • Work with Customer Support & Engineering teams to identify, diagnose and resolve service issues, ensuring that our wider teams always have the tools to excel in their roles.
  • Provide accurate, valid, and complete information by using the right methods/tools.
  • Develop support tools to improve the effectiveness of the support team and continuously monitor the performance to ensure that service level agreements (SLAs) are met or exceeded.
  • Create training courses and customised education materials.
Requirements
  • Basic knowledge of networking (ISO-OSI, API) is an advantage.
  • Basic knowledge of communication protocols (serial, CAN-bus, etc).
  • Experience using hand tools and measurement tools (multimeter).
  • Excellent communication skills, confident in presenting to people of all audiences across business functions.
  • Experience using MS Office software and web-based remote support tools.
  • Experience working within a Technical or Information Technology environment.

This is a permanent onsite role paying £28-34k per annum. If you have solid experience of Application Support covering Python, Scripting, and SQL, please forward your CV as we are arranging interviews immediately.