Technical Support Specialist

4 weeks ago


Glasgow, Glasgow City, United Kingdom Arnold Clark Group Full time
Technical Support Role

We're seeking an experienced Technical Support Specialist to join our Digital department at Arnold Clark Group.

About the role

The IT department is responsible for delivering technical solutions across our business.

As a Technical Support Specialist, you'll have substantial experience of working in a busy IT Support Desk environment, preferably in a 2nd line position.

You'll be an adaptable team player with the skills to deliver remote and customer-facing support for our customer base and new applications.

Key responsibilities include:

  • Providing user, hardware, software and network support for employees via our IT Support Desk and incident management system.
  • Acting as Incident Comms Manager and Escalation / Queue Manager for the 2nd line Team on a rotational basis.
  • Identifying and managing incidents and requests, liaising with third party suppliers.
  • Training and mentoring our support team.
  • Writing and updating technical information.
  • Working with 3rd line teams to resolve incidents.

Essential skills

  • Over 2 years' IT support experience.
  • Experience of computer hardware/software troubleshooting and problem solving in an MS Windows environment.
  • Good knowledge of Active Directory user/group management.
  • Understanding of LAN/WAN technologies – TCP/IP, Ethernet, ADSL, VPN etc.
  • A strong focus on service delivery and customer satisfaction.
  • Attention to detail with a methodical and thorough approach to work.
  • Ability to stay calm under pressure.
  • Strong written and communication skills.
  • Ability to work as part of a team.
  • High levels of organization with excellent communication skills.
  • Great time management skills and the ability to prioritize multiple responsibilities.

Nice to have (but not essential)

  • Advanced knowledge of networking, switch, router, firewall configuration and support.
  • MCP/MCSA/CCNA/CCNP certification.
  • Experience/knowledge of ITIL.
  • Knowledge/experience of supporting Unified Comms Systems such as Cisco Call Manager/Finesse/Jabber and Skype for Business.

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