Technical Support Specialist
Posted Today by Jobserve
Negotiable
Outside
Hybrid
Puckeridge, Hertfordshire
Summary: The Technical Support Specialist role involves providing on-site support in Ware, Hertfordshire, approximately four days a week. The specialist will be responsible for resolving or escalating critical customer issues while maintaining a strong customer-first mentality. Success in this position requires effective troubleshooting skills across various technologies and a proactive approach to learning. Candidates should thrive in a fast-paced environment and possess excellent communication skills.
Key Responsibilities:
- Resolve or escalate critical customer issues effectively and efficiently.
- Report to a Technical Support Team Lead or Manager.
- Utilize a systematic approach to troubleshoot hardware, software, or systems.
- Provide timely updates and manage customer expectations.
- Communicate complex technical problems and solutions to customers of all skill levels.
- Work independently and collaboratively with team members.
- Handle complex situations while maintaining effective communication with stakeholders.
Key Skills:
- Exceptional problem-solving and time management skills.
- Fluency in English, both written and spoken.
- Ability to apply technical concepts to troubleshooting procedures.
- Experience in installing, configuring, and troubleshooting software and hardware.
- Familiarity with video surveillance cameras and ONVIF protocol is an asset.
- 2+ years of customer support experience in technical support environments.
- Bachelor's Degree/Diploma with a technical background.
- Relevant certifications (e.g., CCNA, MCSA, CompTIA A+).
- Experience with CRM platforms and KCS Methodology.
Salary (Rate): £160 Daily
City: Puckeridge
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: IT
(Technical Support Specialist 12mths hybrid Hertfordshire - £160pday)
Our client is seeking a Technical Support specialist to work approx. 4 days per week onsite in Ware, Hertfordshire.
You will be reporting to a Technical Support Team Lead or Manager, the Technical Support Specialist ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role will be defined by a strong customer first mentality, a thorough systematic approach to troubleshooting hardware, software or systems, and the curiosity to learn about a diverse set of technologies.
If you love to challenge yourself, enjoy getting to the bottom of issues and want to be a part of a fast paced challenging environment, this opportunity is for you.
Required skills & experience:
Exceptional skills in problem solving & time management
Able to provide timely updates and manage customer expectations
Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable
A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision
Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
Agile, resourceful learner with strong attention to detail
Candidates must be able to display a working knowledge with:
- Applying technical concepts to troubleshooting procedures
- Installing, configuring, and troubleshooting various, software, and hardware
- A familiarity with video surveillance cameras, ONVIF protocol, or other video streaming services is considered an asset.
Preference will be given to candidates with the following skills and experience:
- 2+ years of customer support experience in specific technical support environments:
video surveillance or access control, telecommunication, cloud software, enterprise hardware support, IT helpdesk/service desk - Bachelor's Degree/Diploma with technical background
- Certifications such as, but not limited to: CCNA, MCSA, CompTIA A+
- Minimum of 1 year experience working with a CRM platform
- Experience working in environments using the KCS Methodology