Technical Customer Support Practitioner

4 weeks ago

London, United Kingdom HelloKindred Full time
Job Description

Anticipated Contract Length/End Date: November 14th, 2024 - March 1st, 2025 (3.5 months)

Our client in the global professional services industry is seeking a highly motivated and technically skilled Technical Customer Support Practitioner to join their team. This role is pivotal in ensuring our client’s experience seamless technical support across various hardware, software, and network platforms. You will be responsible for providing high-quality support, troubleshooting issues, and implementing technology solutions at the operating system level. The role requires both remote and on-site support capabilities, covering both production and development environments.

What you will do:
Technical Support and Maintenance

  • Deliver comprehensive technical support and maintenance of production and development systems.
  • Provide both remote and onsite assistance to ensure uptime and reliability of software products and configured services.
  • Operate within defined operational models and standard processes to maintain consistency and quality in service delivery.
  • Perform routine system updates, upgrades, and patches to enhance functionality and security.

System-Level Support

  • Support hardware and software deployment across server and network platforms, ensuring seamless performance.
  • Perform operating system-level interventions and configurations as required for particular software solutions, vendors, and brands.
  • Execute both L1 (basic) and L2 (intermediate) troubleshooting to resolve technical issues promptly.

Customer Service Excellence

  • Provide high-quality, effective customer service, prioritizing the client experience in each interaction.
  • Clearly document troubleshooting steps and resolutions, communicating effectively with both technical and non-technical stakeholders.
  • Handle customer inquiries efficiently, ensuring timely and comprehensive responses.

Technical Infrastructure Knowledge

  • Demonstrate a technical understanding of a wide array of IT infrastructure environments, adapting to unique client systems as needed.
  • Maintain a strong knowledge of desktop operating systems, including Windows 10, and Microsoft Office products to support day-to-day client operations.
  • Collaborate closely with other technical teams to ensure cohesive and coordinated IT support.

Troubleshooting and Hardware Support

  • Diagnose and resolve desktop hardware issues quickly to minimize downtime.
  • Perform essential printer support, diagnosing printer issues, and coordinating repairs or replacements when necessary.
  • Build, image, and configure new laptops, ensuring all devices meet company standards and client requirements.

Mobile and Peripheral Device Support

  • Provide iOS and Android mobile device support, including setup, troubleshooting, and maintenance of mobile devices in the client’s environment.
  • Configure, troubleshoot, and maintain desktop peripherals, ensuring consistent functionality across all supported devices.

Qualifications

  • Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar, are beneficial.
  • Ability to work independently and within a team, demonstrating adaptability in a dynamic work environment.
  • Willingness to provide on-call support if required, to ensure continuous client operations.
  • Familiarity with iOS and Android mobile operating systems, with the ability to provide support and configuration assistance.
  • Understanding of mobile device management (MDM) tools is a plus.
  • Proven experience in supporting IT infrastructure, including servers, desktops, and network devices.
  • Solid understanding of Windows 10 and Microsoft Office suite, with the ability to provide L1 and L2 technical support.
  • Knowledge of imaging processes, with experience in configuring and deploying laptop devices.
  • Demonstrated experience in delivering excellent customer service, with a clear focus on client satisfaction.
  • Strong communication skills, with the ability to convey technical information in a user-friendly manner.
  • Experience documenting service tickets, resolutions, and support interactions in a service management platform.
  • Strong problem-solving abilities with a detail-oriented approach to diagnosing and resolving technical issues.
  • Ability to troubleshoot desktop hardware and peripheral faults effectively.
  • Basic troubleshooting knowledge for printers, including connectivity, print quality, and device error resolution.
     


Additional Information

Please note that only applicants selected for an interview will be contacted.

Candidates must be legally authorized to live and work in the country the position is based in, without requiring sponsorship.

We appreciate your interest in this opportunity. Please note only applicants selected for an interview will be contacted.

HelloKindred is proud to be an equal opportunity employer, committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity/expression, sexual orientation, national origin, disability, age, or veteran status.

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