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Technical Support Specialist

  • Location: Nottinghamshire
  • Salary: £30000.00 - £40000.00 per annum
  • Job type: Permanent
  • Sector: Cloud & Infrastructure
This vacancy has now expired.


Customer Technical Support Specialist
Permanent
Location: Ruddington
Salary: £Negotiable

Workspace Agility is the evolution of the traditional IT desktop managed service. It gives users access to all the applications and data they need from any device and location. It is simple to use, secure and backed by a proactive support service. Workspace Agility gives users the convenience and efficiency of self-service, identity management and interactive support.

The Customer Technical Support Specialist is the key customer facing role as the single point of contact for customers. CTSAs are advanced level technical specialists, engaging in 2nd/3rd line support service across the Workspace Agility product offering which encompasses key platforms such as Azure, Intune and Office 365. Additionally, the Analyst delivers expertise within not just applications, content and communications for configuration but a range of endpoint devices within the service, wrapped around a world-class, compelling customer service experience.

You will be an integral component of the multi-disciplined DevOps team. CTSA's are problem solvers - utilising their technical knowledge, skills and expertise to resolve customer issues and to deliver excellent customer service.

Responsibilities

  • Provide exceptional levels of customer service to provide an estate wide level of end user and device management. Communication with the customer, across all levels of the organisation, can be via a variety of methods including telephone, e-mail, web-chat and social forums.

  • Advise and guide customers where appropriate; logging, updating, resolving and managing the closure of cases within the case management tool.

  • Engage with 3rd party support teams (internal and external to the organisation) in support of the resolution of service issues.

  • Augment the Workspace Agility service experience, through regular engagement with external sources of technical support to further enhance and accelerate solutions for issues encountered either with the service itself, or with the customer. This could be as varied as product forums to whitepapers, from technical support groups to social media etc. Wherever there is a source of knowledge, this should be used to improve and accelerate product knowledge. Knowledge collateral should be consumed and documented where required.

  • Contribute to the development of the Product Roadmap and Continuous Service Improvement with recommendations for improvements and pro-active solutions to problems.
  • Identity & Access for users within Azure AD and associated Conditional Access policies, permissions and Security Group memberships.
  • Device support covering a wide variety of systems from Windows 10, Android and iOS-based end user devices as well as ensuring that they are complaint with the defined security requirements.

  • Application Delivery to support the end user application delivery via Corporate Stores and Deployments or Presentation via Microsoft and/or Citrix cloud-based solutions.

  • Enterprise Content for users leveraging Cloud based document storage capabilities and Intelligent Communications for users of instant messaging, on-line meetings, e-mail and collaboration tools.

  • Able to understand MI dashboards and apply these to provide pro-active remediation to incidents, problems and to assess any gaps in compliance. This will also include the management of deployments to the estate; either for applications, Windows 10 Feature and Quality updates or updates to mobile devices such as Android and iOS.

  • Create scripted solutions, automations and workflows that can be deployed to automate tasks, resolve incidents and support the efficient delivery of requests to enable end users to self-serve those activities.

  • Handle customer contacts, incidents and requests through to completion - including the triage, troubleshooting and remediation of incidents across the end user device, the supporting platform infrastructure and networks.

  • Identify and raise Major Incidents - monitoring the progression and updates to the Workspace Agility Portal notifications.

  • Support the creation and review of Knowledge Base Articles designed for the appropriate audience.

  • Continually improve the product documentation via the product's Engineering Code of Practice which is an authoritative source of information in respect of the Workspace Agility product.

  • Raise and manage formal changes if required and where appropriate within the customer's systems and process.

  • Manage the device lifecycle for the customer (e.g. from enrolment in Intune to disposal).

  • Support the deployment of Feature and Quality updates to the Windows 10 devices.

  • Understand and administer Windows Analytics, Desktop Analytics and Windows Servicing.

  • Support the compliance of the end user device estate and pro-active remediation of any issues.

  • Manage Mobile Devices via Intune.
  • Provide service improvement suggestions (these could be from the CSA themselves or via the customer from communications or User Groups) as part of the Workspace Agility adoption 'journey', using whichever platform is suitable to document, feedback and ultimately, achieve continual service improvement.

  • Have visibility and involvement of early Microsoft product release functionality utilising 'Rings' (Fast Ring, Slow Ring, Release Preview etc.) to assess, document and adapt the Workspace Agility service for these changes where feasible.

  • Responsible for raising bugs in Azure DevOps where the issue being reported by the customer is related to the Workspace Agility product/service to inform the management and release service for future release quality gates.

  • Responsible for raising User Stories in DevOps to be authorised by the Workspace Agility product team to help solve customer issues that occur frequently or require automation.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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