Technical Support Specialist

7 days ago

Maidenhead, Windsor and Maidenhead, United Kingdom ZipRecruiter Full time

Job Title: Technical Support Specialist

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide technical support for all software solutions delivered by our client, conduct detailed troubleshooting and issue replication, and manage and resolve support tickets in line with SLA.

Key Responsibilities:

  1. Provide technical support for all software solutions delivered by our client
  2. Conduct detailed troubleshooting and issue replication
  3. Perform internal and external triage of support tickets
  4. Manage and resolve support tickets in line with SLA
  5. Prepare and manage change requests and incident reports
  6. Implement technical changes and manage deployments
  7. Follow internal support processes and governance
  8. Maintain internal WIKI, troubleshooting, and install guides
  9. Escalate critical support issues as per customer contracts
  10. Participate in on-call support rota (24/7 cover, overtime pay applicable)
  11. Support SDMs & Account Manager with reporting and reactive customer support
  12. Manage Major Incident Management (MIM) and P1/P2 out-of-hours (OOH) processes

Additional Responsibilities:

  1. Support the Testing Team as needed
  2. Maintain knowledge of PC, RF, handheld, infrastructure, and related technologies
  3. Install and troubleshoot equipment on customer premises
  4. Fulfill other responsibilities as required by our client, including management requests
  5. Maintain proficiency with internal tools (Service Tonic, JIRA, Confluence)

Requirements:

We are looking for a highly skilled and experienced Technical Support Specialist who can provide technical support for all software solutions delivered by our client. The ideal candidate will have a strong understanding of PC, RF, handheld, infrastructure, and related technologies, and be able to troubleshoot and resolve complex technical issues.

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a highly skilled and experienced Technical Support Specialist looking for a new challenge, please apply today.

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