IT Support Specialist

4 days ago

High Wycombe, United Kingdom Focus Resourcing Full time
About the Role

We are seeking a highly skilled and motivated IT Support Specialist to join our team at Focus Resourcing. As an IT Support Specialist, you will play a key role in providing technical support to our clients and ensuring that their IT systems are running smoothly.

Key Responsibilities
  • Manage, investigate, own, and resolve technical requests and incidents in a timely and efficient manner.
  • Act as a point of escalation for technical support requests and incidents, providing expert guidance and support to clients.
  • Support the administration, learning, testing, and troubleshooting of technical platforms and applications used by our clients.
  • Provide desktop, laptop, server, and Mac support, as well as collaborate with our Technical Helpdesk and other suppliers to troubleshoot and improve operations and processes.
  • Work closely with our Testers and Developers to diagnose and fix technical issues, and produce documentation and step-by-step guides to build and maintain our knowledge base and facilitate knowledge transfer across departments.
  • Raise improvement requests with the business and log them in internal systems.
  • Participate in technical conversations, sharing your knowledge with the team and assisting with internal/external communications on incident progress with a clear understanding of risk and impact.
  • Administer our websites, applications, Active Directory, and Office365 users, groups, permissions, and compliance.
  • Assist our Customer Interaction team with complaints relating to our products and services.
  • Contribute to the enhancement of our organisation's cyber security posture by collaborating with the team to strategise and plan for pen testing, and play a key role in preparing the company's desktop and server estate to meet Cyber Essentials and Cyber Essentials Plus standards.
Requirements
  • Experience with incident management and analytical problem-solving skills.
  • Effective communication skills, and the ability to explain technical concepts to non-technical clients.
  • Excellent time management and ability to prioritise workload.
  • Able to build great relationships with the team, other teams, and suppliers.
  • Ability to work independently using own initiative as well as being a team player.
  • Good working knowledge of MS Office, PowerShell, and other similar tools.
  • A positive working attitude, approachable, and responsive to requests for help in order to assist team members or other co-workers.
  • Preferably a Bachelor's degree (or equivalent), and a qualification in IT would be advantageous.

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