Technical Support Analyst (Tier 1 & Tier 2) Department/Location: Service Desk / Taunton and Hybrid working ( depending on Level) Reports to: Helpdesk and Service Delivery Manager Hours of Work: 37.5 hours; Two shifts: 8:30am-5:00pm / 10:00am-6:30pm Salary Range: £24,000 - £35,000 Depending on Level
Summary of Position:
As a Technical Support Analyst, you will work closely with both Tier 1 and Tier 2 Technical Support Analysts to provide IT support for our managed service clients across the UK. This role emphasises a commitment to exceptional customer care and efficient problem-solving. Depending on your experience level, you will handle various responsibilities, including direct remote assistance and on-site support. The successful candidate should possess considerable practical IT experience, with the ability to adapt to diverse client technical requirements, and the flexibility to work from our office or travel to client sites as necessary.
Primary Responsibilities:
Point of Contact: Serve as the first point of contact for end users via phone, email, or chat.
Ticket Management: Qualify, assign, and document issues raised by clients in service tickets and manage ticket resolution (Tier 2 focus on resolving 20+ tickets/day).
Service Requests: Handle service requests related to all technologies, including Microsoft 365, workstations, servers, printers, networks, and vendor-specific hardware/software.
Documentation: Create and maintain knowledge documents and draft processes (minimum one per month for Tier 1).
Client Support: Provide professional, first-level support to end users, assist with login issues, email setup, and basic application functionality.
Security Checks: Conduct daily security checks on client systems, monitor Microsoft 365 services for performance and availability.
Training & Development: Participate in the client training academy and continuously update technical skills, including necessary certifications in Microsoft technologies.
Collaboration: Communicate and escalate issues to relevant tiers and third-party suppliers; contribute to process implementation and improvements.
Site Visits: Attend client sites for issues requiring hands-on support, as necessary.
Personal Specification:
Qualifications & Training:
Essential:
Minimum of 5 GCSEs A*-C (or equivalent) including Maths and English.
UK Driver's License and proof of eligibility to work in the UK.
Desirable:
Further qualifications (A Level or BTEC) in IT or equivalent.
Microsoft Certified Professional in Microsoft 365 management and administration.
Experience:
Essential:
Experience in a customer service role; minimum of 1 year in a similar technical support position (3 years for Tier 2).
Familiarity with service desk tools, managing and raising tickets, functioning in a small to medium-sized corporate IT environment.
Desirable:
Previous experience in an MSP environment and with client/server environments, including Windows Server.
Qualities and Attitude:
A strong team player with a problem-solving approach and desire for progression.
Good time management and communication skills, with the ability to deliver high-quality customer service and meet client expectations.
Product Knowledge:
Essential:
Proficiency in Microsoft 365, including Azure Active Directory, Exchange Online, SharePoint Online, and Endpoint Manager.
Familiarity with remote management software and ticketing systems.
Desirable:
Advanced knowledge of Microsoft products, SharePoint management, and network configurations.
Understanding of cloud technologies and mobile device administration via Microsoft Intune.
Competencies:
Exceptional customer service skills and a confident, professional phone manner.
Excellent organisational skills and the ability to prioritise under pressure.
Strong problem-solving abilities with the capacity to work collaboratively as part of a team.
Flexibility to work outside standard hours as needed to complete tasks.
Ability to maintain strong client relationships and meet established SLAs.
