Technical Support Specialist
1 day ago
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.
- 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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