Technical Support Specialist
hace 2 días
Company Overview: Jellycat is a renowned luxury soft toy manufacturer with a strong online presence and distribution network across the UK, Europe, and worldwide.
Job Description: We are seeking a skilled Technical Support Specialist to join our E-Commerce Warehouse team near Cambridge. As the primary point of contact for on-site hardware and desktop issues, you will provide timely resolutions, ensuring business continuity and exceptional customer service standards.
Key Responsibilities:
- Lead projects covering desktop & server deployments, automating software installations, and improving user experience locally and globally
- Drive knowledge creation, improvement, and governance between Warehouse needs and service desk
- Deliver timely on-site support, maintaining excellent customer service standards and identifying training needs
- Monitor the IT Service Management toolset and respond to escalations from the service desk
- Identify incident trends, investigate causes/solutions/design resolutions using skills, experience, and external help when required
- Act as the local specialist for desktop environments (Laptops, PCs, Printers, Azure Remote Desktop & mobile computing)
Requirements: To succeed in this role, you will need:
- Experience in hands-on customer-facing IT support environments (manufacturing or wholesale an advantage)
- Excellent communication skills, and the ability to communicate effectively with colleagues where English is not their first language
- The ability to demonstrate ITIL awareness (ITIL v3 Foundation an advantage)
- Proven experience in supporting remote workers while delivering a high level of engagement and productivity
- Expert knowledge of MS Windows 10 or above Desktop environment and MS office applications (knowledge of mac OS an advantage)
- Administration knowledge of System Management Systems, such as In-Tune or NinjaOne
- The ability to research technical issues using public sources and derive resolutions
- Experience with a wide range of mobile, desktop, tablet, epos, printers, and scanners solutions
- Experience of physical cabling to CAT6e standards is an advantage
Estimated Salary: £35,000 - £45,000 per annum, depending on experience
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