Technical Support Specialist

Salary: £50,000 - 65,000 per year

• We are looking for someone with proven ability to build strong customer relationships and earn trust through effective communication.
• We need excellent customer service skills with the ability to communicate clearly and confidently.
• We require strong problem solving skills and the tenacity to see challenges through to resolution.
• We are seeking solid technical expertise across Windows and Linux environments, with hands on troubleshooting experience.
• We need experience supporting critical systems and infrastructure, with the ability to prioritise and escalat quickly.
• We prefer extensive knowledge of Windows and Linux operating systems.
• We value experience with virtualisation, backup, high availability, and networking technologies.
• We look for a track record of collaborating with internal teams to deliver solutions that meet customer expectations.
• We need the ability to manage a varied caseload of multiple concurrent customer issues.
• We value flexibility to take on additional responsibilities as the role evolves.
• We prefer exposure to enterprise storage solutions such as Windows, NetApp, Dell, and Nutanix.
• We value detailed knowledge of Microsoft Server and domain administration.
• We prefer experience administering and monitoring cloud based environments such as AWS and Azure.

• We respond to customer enquiries via phone and email, providing technical assistance and resolving issues within stringent SLAs.
• We remotely troubleshoot and diagnose software incidents, guiding customers through step by step solutions or escalating to higher level support teams as required.
• We document and track all customer interactions, incidents, and resolutions accurately using our internal ticketing system.
• We collaborate with support team members and other departments to ensure timely resolution and effective communication of solutions.
• We simulate and recreate incidents to provide detailed, experience based resolutions.
• We contribute to our technical knowledge base to support customer portal self service.
• We participate in our on call out of hours support rota.
• We attend regular training sessions and workshops to stay current with product developments.
• We conduct application log file analysis for incident diagnosis or development escalation.
• We maintain a positive and professional approach in all customer interactions, reflecting our commitment to excellent service.

• AWS
• Azure
• Cloud
• Support
• Linux
• Nutanix
• Windows