Technical Support Expert

1 month ago


SouthendonSea, Southend-on-Sea, United Kingdom Couno ® IT Solutions Full time
About Couno

Couno is a leading provider of premium technology solutions, dedicated to delivering exceptional efficiency and performance to our clients.

Our core values of Accountability, Knowledge, Performance, Team, and Equality guide everything we do, and we're committed to fostering a culture of excellence and collaboration.

We're seeking a highly skilled Technical Support Specialist to join our team, someone who shares our passion for delivering top-tier IT support and building strong client relationships.

Key Responsibilities
  • Provide advanced IT support, focusing on delivering a premium service experience for our clients.
  • Investigate and resolve complex technical issues, leveraging expertise in problem-solving and escalation when necessary.
  • Lead the management of escalated service requests, prioritizing urgency and efficiency.
  • Engage with clients in a professional, consultative manner, fostering strong, long-term relationships through trust and exceptional customer service.
  • Maintain meticulous records of support interactions, ensuring all sensitive client information is handled with discretion and integrity.
  • Collaborate with clients during onboarding processes and coordinate installation dates, providing assurance and expert guidance.
  • Educate and train clients and junior team members on advanced IT solutions, imparting knowledge and insights.
  • Clarify customer requirements; probe for and confirm understanding of requirements or problem.
  • Deliver customer-centric support that creates positive and valuable experiences.
  • Perform administrative and assume project responsibilities as assigned.
Requirements
  • Strong background in technical support roles, with several years of experience.
  • Proficiency in Windows Desktop Operating Systems (e.g., Windows 10/11).
  • Advanced understanding of IT concepts, including Windows Server, Active Directory, DNS, DHCP, and related technologies.
  • Proven expertise in Office 365 Administration, including Exchange, SharePoint, and InTune.
  • In-depth knowledge of network fundamentals (TCP/IP, DHCP, DNS, Routers, Switches, Firewalls, Wireless Access Points).
  • Competency in Windows Server installations.
  • Experience with Office 365 Exchange and SharePoint Migrations.
  • Demonstrated ability to manage complex IT projects. Familiarity with Azure AD and advanced IT solutions.
  • Exceptional problem-solving skills and a commitment to delivering the highest levels of customer service.
  • Strong organizational skills, with the capability to multitask and maintain a high level of attention to client satisfaction.


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