Job Title: Technical Support Specialist
We are seeking an experienced Technical Support Specialist to join our team. As a key member of our IT department, you will provide technical assistance and support to our users.
Responsibilities:
* Install and configure computer hardware and peripherals, operating systems, and applications.
* Have knowledge of internal components of a desktop computer, including storage drives, motherboard, and power supply.
* Be able to disconnect and safely remove HDD and replace with SSD.
* Understand disk cloning tools and have knowledge of managing partitions and formatting drives.
* Provide onsite support in specific sites or multiple sites (mobile).
* Liaise with coordinators to receive upgrade schedules, arrive on-site to perform upgrades, manage any issues through to resolution, and ensure good customer service experience.
* Evaluate escalations (application, hardware) where necessary to the technical point of escalation.
* Prioritise, manage, and respond to Service Desk calls in a timely manner logged on the service desk system, including travel to sites to support users within our geographical region.
* Establish and build on good working relationships with customers and end-users.
* Collaborate with third-party vendors for software/hardware installations.
* Troubleshoot and refer hardware faults to third parties as necessary.
* Troubleshoot system problems, diagnose, and solve software faults.
* Contribute to the Knowledge Base.
* Complete post-upgrade forms or checklists for central teams.
* Handle 'how to' and information requests, including data security and ICT policies.
* Engage with local and national ICT teams.
* Site assessments.
* Undertake necessary training appropriate to the role.
Requirements:
* Must have a minimum of 1 year's experience working in an IT Support environment.
* Demonstrate excellent working knowledge of the full Microsoft Office suite and report writing.
* Good problem-solving, analytical, and decision-making skills.
* Production of quality deliverables.
* Excellent written and oral communication skills.
* Excellent teamwork and interpersonal skills.
* Proven ability to organise work with an organised manner.
* Self-starter with a willingness to take responsibility.
* The ability to interact with key stakeholders in a professional manner.