Technical Support Specialist

Job Description

We are seeking a proactive Technical Support Specialist to join our team in Swansea. The ideal candidate will be responsible for troubleshooting technical issues, providing exceptional customer service, and ensuring the timely resolution of support requests. Candidates should have a strong understanding of IT systems and be able to communicate effectively with both technical and non-technical users.

Responsibilities

• Act as the first point of contact for technical support and customer service.
• Help users navigate software applications and resolve technical problems.
• Record and analyse support metrics to identify areas for improvement.
• Ensure high levels of customer satisfaction through effective communication.
• Stay informed about industry trends and technology updates.
• Provide insights for process improvements in the support workflow.

Requirements

Education

• Bachelor's degree in Computer Science or a related field
• Network+ or similar certifications are an asset

Experience

• 3+ years of experience in technical support or helpdesk role

Technical Skills

• Network Troubleshooting
• Windows OS

Soft Skills

• Teamwork
• Adaptability

Certifications

• Cisco Certified Network Associate (CCNA)
• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent

Advantageous

• Experience with ticketing systems like Jira: Hands-on experience with project management and customer support tools.
• Knowledge of cybersecurity best practices: Understanding of security protocols to protect client data.

Benefits

• Attractive salary with bonus potential
• Health, dental, and vision coverage
• Company pension scheme
• Access to professional training and certifications

Company Culture

• Innovation: We nurture an innovative culture that encourages creative problem-solving.
• Inclusivity: Diversity of thought and experience is valued in our workplace.
• Work-Life Balance: We promote a healthy work-life balance to ensure employee well-being.