Technical Service Representative

7 days ago


Manchester, United Kingdom IKO Waterproofing and Insulation EU Full time

We are seeking a dedicated Technical Service Representative to join our dynamic Global IT Service Desk team at IKO Waterproofing and Insulation EU.

About the Company

IKO Waterproofing and Insulation EU is a leading manufacturer of roofing and building materials with a global presence. Our commitment to quality, integrity, and trustworthiness drives our success, and we strive to create a positive and inclusive workplace.

Job Description

As a Technical Service Representative, you will play a critical role in delivering IT support across multiple platforms for our global teams. Your key responsibilities will include:

  • Providing timely and effective first-level support to IT support requests through various channels and global locations.
  • Delivering 2nd-level support, including deskside assistance and occasional travel to regional sites, while ensuring accurate ticket documentation, prioritization, and escalation when required.
  • Identifying trends in incidents to aid problem management, recording system outages, and providing basic end-user training on IT tools and processes.
  • Managing IT equipment tracking and recovery, coordinating vendor escalations, and authoring or updating knowledge base articles and technical documentation.
  • Participating in on-call rotations for after-hours support and adhering to IT service management practices, including change, incident, and problem management processes.

Requirements and Benefits

To succeed in this role, you should have at least 2 years of Level 1 IT support experience, strong technical knowledge of Windows PCs, macOS, M365, and Active Directory, excellent customer service skills, and a team-oriented mindset. In return for your expertise, we offer a competitive salary of €45,000 - €60,000 per year, depending on experience, as well as employee support and mental wellness programs, opportunities for career growth within a stable and industry-leading company, and more.



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