Technical Support Specialist

1 month ago

London, Greater London, United Kingdom Education Horizons Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Education Horizons. As a key member of our technical support team, you will be responsible for providing advanced technical support and assistance to our clients, focusing on database and infrastructure aspects.

Key Responsibilities
  • Provide technical support and assistance to clients, including database and infrastructure troubleshooting and resolution.
  • Collaborate with support team colleagues to ensure cases are progressed in line with SLA commitments.
  • Educate and provide recommendations to clients to improve usability, performance, and customer satisfaction.
  • Perform job role and responsibilities to their fullest potential, ensuring continuous improvement and contribution to high CSAT ratings and a positive Net Promoter Score (NPS).
  • Assist the department in building and consolidating knowledge within the team by writing, reviewing, and updating knowledge base articles.
Requirements
  • Microsoft Windows Server and Active Directory experience.
  • Microsoft SQL Server – Operations and Tuning (Intermediate to Advanced) skills.
  • Microsoft Office Products including M365 – Configuration and Usage experience.
  • Web Services including Microsoft IIS – Installation and Usage skills.
  • Network, firewall, and VPN technologies – Good Understanding.
  • Server, virtualisation, and storage technologies – Good Understanding.
  • Proven ability to diagnose and resolve complex website issues related to site and service configuration, application or security errors, and performance bottlenecks.
  • Ability to diagnose web infrastructure from the perspective of a browser, using client tools like Dev Tools and HAR files.
Desirable Skills
  • Security Software (Anti-Virus, Anti-Malware etc.) experience.
  • Microsoft Remote Desktop – Installation and Usage skills.
  • AWS Hosting Experience.
  • School processes and procedures experience.
About Us

Education Horizons is Australia's largest EdTech company, providing software for over 2200 schools and 3 million school users in more than 60 countries across Australia, UK, Europe, Asia, the Middle East, Africa, and New Zealand.

We are setting out on a journey to change the lives of children, their families, and teachers by creating a first-of-its-kind, end-to-end school experience and management platforms.

We have truly flexible working and loads of great perks.

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