Technical Support Expert

1 week ago

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

We are a leading provider of premium technology solutions, dedicated to delivering exceptional efficiency and performance to our clients.

Our core values of Accountability, Knowledge, Performance, and Teamwork drive everything we do, and we're looking for like-minded individuals to join our team.

Job Description

Role Overview

We're seeking a skilled Technical Support Specialist to join our team, responsible for delivering advanced IT support, maintaining our premium service, and building strong client relationships.

Key Responsibilities

  • Provide expert IT support, focusing on delivering a premium service experience for our clients.
  • Investigate and resolve complex technical issues, utilizing problem-solving skills and escalating when necessary, while maintaining transparent client communication.
  • Lead the management of escalated service requests, prioritizing urgency and efficiency.
  • Engage with clients in a professional, consultative manner, fostering strong, long-term relationships through trust and exceptional customer service.
  • Maintain accurate records of support interactions, ensuring 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 understanding, and confirm requirements or problems.
  • Deliver customer-centric support that creates positive and valuable experiences.
  • Perform administrative tasks 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.

Want to learn more? Get in touch today.

If you're passionate about providing advanced IT support, building strong client relationships, and meet the requirements listed above, we encourage you to apply and join our team at Couno ® IT Solutions. Become part of our mission to deliver a premium service dedicated to client satisfaction and excellence.

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