Technical Support Specialist

1 day ago


Exeter, Devon, United Kingdom Focus Group Full time
Job Title - Technical Support Specialist

Reports to: Customer Operations Manager

Department: Operations

Salary: Up to £35,000 (Depending on Experience)

Location: Exeter

About Us:

We are a leading independent provider of essential business technology, delivering digital workplace solutions to over 30,000 customers across the UK.

We currently have an opportunity for a skilled Technical Support Specialist to join our Managed Services team.

Key Responsibilities:
  • Handle escalated cases from the first line and assign them in priority order.
  • Manage overflow calls from the first line team and meet personal call targets.
  • Diagnose, log, action, and follow up on cases, including escalations, while keeping customers informed.
  • Troubleshoot hardware and software problems.
  • Configure applications and systems.
  • Drive outbound calling to resolve cases in a timely manner.
  • Ensure cases are kept up to date and managed in line with agreed demarcations.
  • Report issues to suppliers and chase to ensure cases are resolved promptly.
  • Cases are managed in line with agreed SLAs and functionally escalated to the third line when necessary.
Requirements:
  • Experience in customer-facing technical support roles.
  • In-depth understanding of system, applications, and network infrastructure.
  • Experience with remote desktop support tools.
  • Skilled in using technical expertise to solve customer issues.
  • Knowledge of ITIL framework and best practices.

We pride ourselves on creating a collaborative and rewarding environment where you can achieve brilliant things and make a difference to the future of our business.



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