Technical Support Specialist
2 weeks ago
Job Purpose:
">The IT & Technical Support Technician plays a vital role in our organization, serving as a key member of the IT & Technical Support team. This team is responsible for handling all support tasks for internal and external Draytek customers.
">Main Responsibilities:">
">- ">
- To triage service desks once queries are received and handle queries within IT and Draytek">
- To resolve any service & technical issues that users are experiencing within the agreed SLA">
- To escalate critical incidents to the correct teams">
- To build up a strong knowledge of service desk triage and incident management processes">
- To provide 1st line support, answering support queries on the telephone and handling any queries to resolve">
- To maintain a high degree of customer service for all support queries and adhere to Standard Operating Procedures">
- To log all answered calls on the call logging system and ensure timely response to email queries">
- To complete reset passwords for internal service users, set up new account users and prepare employees' dates for new starters">
- To create solutions where applicable, identify known resolutions and document">
Supplier Management:
">This role involves managing day-to-day interactions with suppliers, ensuring contracts and service level agreements (SLAs) are met.
">Responsibilities include resolving issues promptly to maintain service continuity.
">License Asset Management:
">This role is responsible for managing the lifecycle of software licenses, ensuring accurate tracking, maintaining compliance and providing reports on usage and renewal statuses.
">Office 365, SharePoint & Teams:
">This role requires managing correct license allocations and assignment, understanding license management processes and audit essential skills.
">Requirements:
">- ">
- A customer service-oriented approach with excellent oral and written communications skills">
- 1-2 years' previous experience in a technical support role">
- A strong understanding of how a service desk operates, including triage and escalation processes">
- A very good working knowledge of PC's and MAC's would be advantageous">
- Possess a basic understanding of ITIL principles, having completed an ITIL Foundation course or equivalent">
- Able to apply basic ITIL terminology and concepts in daily tasks, such as Incident Management, Service Request and Change Management">
- Demonstrate a solid understanding of IT Service Desk asset management processes, ensuring accurate logging, tracking and reporting of assets in the asset register">
- Possess a competent understanding of Windows OS and BIOS configuration, able to troubleshoot and resolve common issues independently">
- Adhere to standard procedures and best practice">
- Educational degree level in Computing or IT-related (desired but not mandatory)">
- IT certifications desirable, e.g. MCSE, CCNA, CompTIA A+">
CMS Distribution values a diverse and inclusive workforce, enriching and integral to the success of our company.
">We welcome candidates from all backgrounds and perspectives, encouraging diversity in ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.
">To be considered for this role, you will be redirected to our careers page and must complete the application process.
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