Technical Support Expert

2 days ago

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

About Couno ® IT Solutions:

We create partnerships that deliver premium technology solutions to enable efficiency and increase performance.

Our Company Values are at the core of everything we stand for, which is why it is so important to us that you are aligned to them from the start of your journey here at Couno.

Accountability – We all take responsibility for our actions with both our team and our customers to drive results.

Knowledge– In order to deliver a premium technology solution, we all take full responsibility for continuously developing our knowledge.

Performance – Every day we all strive for excellence in everything we do. We find solutions. Everything counts.

Team – We are one family, we have fun, we are professional, and we get work done.

Couno Ltd is an equal opportunity employer

About the Role:

We are seeking a Technical Support Specialist to join our team, where your role is pivotal in solving complex technical issues, maintaining our premium service, and enhancing client relationships. Reporting to the Service Desk Team Lead, you'll lead efforts to provide advanced IT support, engage with clients at a higher level, and build lasting partnerships.

Responsibilities:

  • Offer advanced IT support with a strong emphasis on delivering a premium service, ensuring clients receive top-tier assistance.
  • Investigate and resolve complex technical issues, demonstrating expertise in problem-solving and escalation when needed, while maintaining transparent client communication.
  • Lead the management of escalated service requests, prioritising 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:

  • A strong background in technical support roles, with several years of experience, preferably within an MSP environment.
  • 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 organisational skills, with the capability to multitask and maintain a high level of attention to client satisfaction.

Get in Touch:

If you are enthusiastic about providing advanced IT support, building strong client relationships, and meet the requirements listed above, we encourage you to get in touch with us today.

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