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Support Specialist
Support Specialist
London/Onsite
Contract
We are Hiring Support Specialist. Deliver exceptional IT support to employees and contractors by diagnosing, troubleshooting, and resolving device, operating system, and application issues. Ensure seamless customer experience through end-to-end incident ownership, effective communication, ITSM ticket management, and collaboration with specialised support teams.
Your responsibilities:
- Provide technical support to Client employees and contractors in person
- Provide high level of customer service and professionalism in accordance with client policies, practices, and expectations
- Diagnose and troubleshoot technical issues according to client expectations
- Document issues, troubleshooting steps, and resolutions in ticketing system
- Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution
- Escalate unresolved complex issues to appropriate support teams
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Essential skills/knowledge/experience:
- Excellent customer service skills
- Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation
- Excellent English-language oral and written communication skills
- Excellent time management and multi-tasking skills
- Flexibility and adaptability to thrive in a dynamic, highly demanding, constantly changing environment
- Ability to maintain composure and customer-service focus in stressful situations
- Motivation and ability to work as part of a distributed team
- Conceptual understanding of IP networking and basic network troubleshooting skills
- Experience providing hardware and software technical support for Apple devices
- Experience troubleshooting macOS and iOS tools & applications and operating systems
- Experience in using any ITSM tool (e.g. Service Now)
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