Tech Support Specialist

1 month ago


Cardiff, Cardiff, United Kingdom Alcumus Full time
Job Title: Tech Support Engineer

About the Role:

The Tech Support Engineer role is a critical position within our organization, responsible for providing exceptional technical support to our colleagues and customers. As a Tech Support Engineer, you will be the first point of contact for technical issues, working closely with our internal teams and external partners to resolve problems efficiently and effectively.

Key Responsibilities:

  • Provide 2nd line technical support to our users, responding to queries via phone, email, and face-to-face interactions.
  • Escalate complex issues to the 1st line support team and work collaboratively to resolve problems.
  • Log calls into our ticket management system, taking ownership of user problems and being proactive in resolving issues.
  • Support company hardware and software, ensuring seamless operation and minimizing downtime.
  • Allocate complex calls to relevant teams, ensuring effective issue resolution.
  • Log incidents with external 3rd party service providers, maintaining strong relationships and resolving issues promptly.
  • Achieve a 95% response and resolution rate within agreed service level agreements.
  • Support the delivery of tech support projects, working closely with cross-functional teams.
  • Conduct regular checks on backups, infrastructure, security measures, and systems, ensuring optimal performance.
  • Assist in updating the Technology knowledge bank and promoting knowledge sharing across the tech support function.
  • Be proactive in suggesting methods and actions to increase efficiency and effectiveness of the Tech Support Desk.
  • Provide support during opening hours, 08:00 till 18:00, via shifts.
  • Apply information security principles to daily tasks, ensuring data protection and confidentiality.
  • Regularly travel to Alcumus offices to maintain relationships with team members and customers.
  • Deliver the Alcumus Technology induction programme, ensuring seamless onboarding.

Requirements:

  • Previous experience in a technical support role.
  • Previous telephone support experience.
  • Experience using a ticket management system.
  • Familiarity with Microsoft 365.
  • Experience installing and troubleshooting hardware and software.
  • Competent with Microsoft Office applications.
  • Excellent communication skills.
  • Strong problem-solving skills.
  • Team player.
  • Approachable.
  • Empathetic.
  • Strong work ethic.
  • Adaptable and flexible.
  • Ability to work under pressure of tight timescales.
  • Ability to adapt to change.
  • Enthusiastic and pragmatic.
  • Customer-focused and willing to listen.

Desirable Qualifications:

  • Experience supporting macOS.
  • Familiarity with Microsoft Intune.
  • Degree level educated.
  • ITIL Foundation.
  • Microsoft 365 Fundamentals Certification.

What We Offer:

We provide a mature and flexible 'work your way' culture, generous holiday allowance, a 'giving day' to give back to others, enhanced family-friendly leave, an employee assistance programme, 24-hour online GP, gym discounts, cover for various healthcare, dental, optical, and wellbeing treatments/services, a cycle to work scheme, and paid time off when physically and mentally unwell.

What You'll Enjoy:

You'll spend a significant percentage of your time with your colleagues, and it's essential to us that everyone contributes to a positive and fun environment. We've always got something going on, from charity events and competitions to recognition events and awards, and we encourage our teams to get involved and have fun along the way.



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