Technical Support Specialist

4 weeks ago


London, Greater London, United Kingdom Focus Group Full time

Job Title: Technical Support Specialist

About Us: Focus Group is a leading provider of IT, telecoms, and connectivity services, with a strong commitment to customer satisfaction and business success.

Job Summary: We are seeking a skilled Technical Support Specialist to join our Platinum Managed Services team. As a key member of our team, you will provide exceptional customer service and technical support to our clients, ensuring their IT needs are met and exceeded.

Key Responsibilities:

  • Provide 2nd and 3rd line technical support to clients, resolving issues efficiently and effectively.
  • Collaborate with senior engineers to onboard new clients and transition existing clients to our Platinum MSP model.
  • Work with 3rd parties to resolve complex technical issues.
  • Document changes and updates in line with our Change Management process.
  • Contribute to the success of our company by delivering an excellent customer experience.

Requirements:

  • Excellent customer service skills and a strong telephone manner.
  • Ability to remain calm and composed under pressure.
  • Strong analytical and problem-solving skills.
  • Excellent working knowledge of Windows Desktop, Office 365, and other relevant technologies.
  • At least 2 years of experience in an IT support role, preferably at 2nd/3rd line level.

What We Offer: As a Technical Support Specialist at Focus Group, you will have the opportunity to work with a talented team, develop your skills and expertise, and make a real difference to our clients' businesses.



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