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Technical Support Specialist

2 months ago


London, Greater London, United Kingdom T-Tech Full time
About the Role

We are seeking a skilled and resourceful Technical Support Specialist to join our team at T-Tech, a fast-growing IT Consultancy, Support and Cloud Service provider in the UK. As a Technical Support Specialist, you will be responsible for providing technical expertise and guidance to end-users, responding to escalated technical support tickets, and resolving complex IT issues.

Key Responsibilities
  • Respond to escalated technical support tickets from the 1st Line Service Desk, promptly addressing user inquiries, troubleshooting incidents, and resolving complex IT issues.
  • Conduct in-depth analysis and diagnosis of user-reported problems, utilizing appropriate troubleshooting techniques and tools to identify the root cause.
  • Provide technical expertise and guidance to end-users, offering clear instructions, step-by-step guidance, and workarounds to resolve issues, either remotely or on-site if required.
  • Document all incidents, problem resolutions, and troubleshooting steps in the ticketing system accurately and comprehensively, ensuring proper tracking and knowledge sharing.
  • Monitor system performance and proactively identify potential issues or areas for improvement, suggesting and implementing appropriate measures to maintain optimal system functionality and performance.
  • Contribute to continuous improvement initiatives, participating in team meetings, sharing feedback, and providing recommendations to enhance the overall service desk performance.
About Us

T-Tech is a leading IT Consultancy, Support and Cloud Service provider in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimize day-to-day operations and we help our customers embrace innovation and drive growth.

Our Values
  • Service Centric - We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.
  • United - We succeed as a team, pulling together to achieve our goals. We understand and respect others' views and perspectives. We communicate openly with each other, sharing, challenging and supporting.
  • High Standards - We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.
  • We are Agile…in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.
Requirements

To be successful in this role, you must have:

  • Previous service desk experience, we are looking for a minimum of 18 months.
  • Strong technical Microsoft experience.
  • Great communication skills.
  • Exceptional customer Service skills.
Benefits

We offer:

  • 23 Days + birthday off.
  • BUPA Cash Plan.
  • 50% Flexible working.
  • Work from Home Allowance.
  • Charity days off (2 days a year).
  • Training by professional and courses funded.
  • 3 Social events a year.