Technical Service Specialist

Technical Support

Role Description

We are looking for a technically skilled candidate with excellent interpersonal skills for the Technical Support role. The role will be responsible to diagnose and troubleshoot technical issues, install, and configure hardware and software, and provide timely customer feedback. Alongside the technical aspects, this role requires direct communication with customers, as well as creating written documentation, requiring excellent written and verbal communication skills. 

This role requires a flexible approach, to our clients’ needs which will not always neatly fit into the working day. Candidates for this role will need to be able to effectively triage and prioritise issues, engaging with other departments or support staff where necessary.  

About You:

The ideal candidate should have excellent communication skills, be able to work independently and to tight timescales while managing multiple tasks and prioritising effectively. We are looking for highly motivated individuals with a passion for customer service, to work alongside our Customer Service and Field teams to continuously help improve the way we work, in serving our clients’ needs and delivering a quality service.  

Candidates and will be required to successfully obtain security clearance. 

Location:

Office based – Aerospace Boulevard, Farnborough

Core Responsibilities:

• Fault find, diagnose and troubleshoot technical issues.
• Speak to customers to quickly get to the root of their problem.
• Provide timely and accurate customer feedback.
• Talk customers through a series of actions to resolve a problem,
• Follow up with clients to ensure the problem is resolved.
• Troubleshoot network systems, company-issued hardware, and related software.
• Provide service support for new & existing projects while developing and maintaining technical knowledge and industry trends.
• Identify and escalate situations requiring immediate attention.
• Liaison with the Customer Service Desk and Field Team to ensure fast response and reported incidents.
• Support the improvement of internal procedures and help implementing effective ways of working to consistently add value to our clients needs.
• Ability to work to tight timescales and manage multiple tasks.
• Successful security clearance and vetting is mandatory for this role.

Desired skills and experience:

• Experience in a technical support role.
• Familiarity with multiple technologies, including networking, Data Center, Security and Cloud.
• Familiarity with web technologies and knowledge of HTML, CSS, and JSON.
• Certification in industry-specific networks or relevant experience.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills.
• Passion for customer service.

Contact:

Name: Sandra Young 

Phone.: +44 118 3130-250