Customer Support Technician

What you will be doing

• To act upon Incidents and Service Requests assigned to you and your team in the ITSM toolset or equivalent ticketing system. To own end‑to‑end Incident and queue management, including 3rd‑party ticket management as well as requests for additional services hardware/software, system access, configuration, desk moves and setup, and support where IT presence is required.
• To engage escalation policies and procedures in order to ensure adherence to contractual SLAs.
• To contribute to Major Incident and emergency response for client site specific services.
• Contribute to escalated problem resolution by providing smart‑hands support to the business upon request to assist with restoration of services.
• To identify opportunities to ‘Shift left’ to allow the Service Desk to perform more complex support activities.
• To create, review and update Knowledge Base articles and local site documentation, processes, and procedures.
• To provide technical troubleshooting under the guidance of 3rd‑line resolver groups for technologies such as infrastructure devices, network devices, and communication services.
• To be responsible for hardware asset management, stock control and regular audits, including the allocation of new starter equipment and updating the Configuration Management Database. Collecting leaver equipment and updating the Configuration Management Database and the fulfilment of disposal requests.
• To deliver support for the IT on‑site infrastructure, including Wi‑Fi and LAN access, voice and video conferencing, meeting‑room booking systems, audio‑visual conference calls, and the integration of MS Teams, Cisco Webex, Zoom calls and print solutions.

You will ideally have

• Excellent problem‑solving skills and the ability to follow instructions. To comprehend format and “jargon” within written technical information in the form of technical manuals, bulletins and relevant publications.
• Excellent communication skills at all levels within the customer and organisation.
• Ability to understand user requirements relating to the customer’s IT infrastructure.
• Ability to make decisions independently and use good judgment when others should be involved.
• ITIL Foundation – Desirable.
• Methodical with attention to detail but prepared to meet customer expectations.

We are an equal opportunities employer. We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.

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