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Technical Support Specialist

  • Location: Derbyshire
  • Salary: £30000.00 - £40000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Customer Technical Support Specialist
Permanent
Location: Office Based, either Chippenham/Ruddington/London
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. Giving users the convenience and efficiency of self-service, identity management and interactive support.

Workspace Agility is an opportunity to empower teams within the organisation. It removes practical constraints and allows individuals to choose how, when and where they work. It optimises performance and supports collaborative practices. This can all result in a more innovative, motivated and productive workforce.

The Customer Technical Support Specialist is the key customer facing role as the single point of contact for customers. CTSSs 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 AD, Intune, Dynamics 365 and Office 365. They provide expertise within not just applications, content and communications but a range of endpoint devices. Whilst maintaining a world-class, compelling customer service experience.

A CTSS is an integral component of the multi-disciplined DevOps team. They are problem solvers, utilising their technical knowledge, skills and expertise to resolve customer issues and to deliver excellent customer service.

Responsibilities

  • Responsible and accountable for a customer's issues from first contact case management to resolution. This encompasses supporting cloud infrastructure, applications and endpoints whilst providing exceptional levels of customer service via any of the products engagement channels, primarily webchat.
  • Remote support to office based and mobile end users.
  • Manage the device lifecycle for the customer (e.g. from enrolment in Intune to disposal).
  • Technical 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, patched and up to date, through Microsoft Intune.
  • Manage the Identity for users within Azure AD and associated Conditional Access policies, permissions and Security Group memberships.
  • Provide pro-active identification and remediation of incidents and gaps in compliance.
  • Identify and raise Major Incidents and formal changes when appropriate, monitoring the progression and updating the customers through the WA customer portal.
  • With the knowledge gained through these customer interactions, contribute to the development of the Product Roadmap and Continuous Service Improvement.
  • Support the creation and review of Knowledge Base Articles designed for the appropriate audience.
  • Support application delivery via Intune Company Portal or presentation via Microsoft and/or Citrix cloud-based solutions.
  • Present applications for distribution via Intune and manage the deployment of those applications as appropriate.
  • Understand and administer Windows Analytics, Desktop Analytics and Windows Servicing.
  • 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.
  • Understand and administer Windows Analytics, Desktop Analytics and Windows Servicing.
  • Work as part of the DevOps team to enhance the customer's service. Raising Bugs, User Stories or other Product Backlog Items where appropriate with the Product Owner through Azure DevOps.


Skills & Competencies

You will have the following core skills and competencies:

  • Customer focused, with excellent communication skills both oral and written when delivering across various forms of communication channels.
  • A genuine passion for modern ways of working, technologies and an interest in keeping up to date with the changing technology landscapes.
  • A tenacity to progress challenges through to completion aligned to processes, within agreed timescales, and with the desire to own the case from beginning to end.
  • The ability to convey technical issues and solutions to customers at an appropriate level.
  • The capability to understand the 'wider picture' when dealing with issues. Understanding that the issue recorded is often the symptom of a different issue.
  • The ability to continually strive for service improvement wherever those gains can be made.
  • A good understanding of Cloud based technologies, preferably Microsoft Azure.
  • A solid technical background within an end user computing support environment.
  • Able to write technical documentation (including markdown).


Technical Skills

You will be able to demonstrate experience with the following:

  • Provided Customer Service and Support for consumers of IT Services. Preferably working in an ITIL framework.
  • Provided support for Incident, Request, Knowledge and Problem Management processes and used ITSM tools to support this.
  • Remotely supporting customers with Windows 10 devices.
  • Creating and managing User Identities and Policies for Security and Access including troubleshooting issues. Preferably within Azure Active Directory (Enterprise Mobility + Security and Conditional Access). Experience of Active Directory Domain Services considered
  • Windows 10 Device Management, monitoring, reporting and patching. Preferably through MS Intune.
  • Mobile Device Management, monitoring, reporting and patching. Preferably through MS Intune.
  • Microsoft Office 365 support.
  • Able to create and understand MI reports and dashboards to support the management of an end user device estate. Preferable through Power BI.
  • Managing application delivery through a Corporate Store. Preferably to iOS, Android and Windows using the Intune MDM.

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

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