Technical Support Analyst

Job Description

Job Title: Technical Support Analyst
Location: Ashton-under-Lyne – fully office based
Permanent full-time role
£23,000 plus up to £2000 bonus

Main duties:
Form part of the “Single Point of Contact” for all general, service & software escalations, providing efficient customer service.
Daily proactive checks and alert management via Embedded Web Services or Print Management Solutions
Monitor and escalate device, software and infrastructure alerting to the relevant technical teams
Access Managed Print Solution Server Status Monitoring, print queue status and error reporting
Accurately record any incidents within the service desk tool with first line triage and assessment
Escalate incidents requiring L3 support to MPS Technical Lead or Head of Post-Sales Support and Service Delivery where applicable
Act as the first point of contact for any technical or end user hardware issues raised
Provide 1st Line diagnosis and 2nd Line resolution
Respond appropriately to technical issues raised, through resolution or escalation
Software Installations
Log all service tickets received via telephone, email and service portal and handle accordingly throughout the stages of the ticket, from raising through to closure

Skills/Experience:
Our ideal candidate will be an experienced 1st/2nd line technical support engineer from a Managed Service Provider background. You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for technology and providing outstanding customer service is essential.
Experience with key technologies, such as:
Windows Server 2016 – 2022
Windows 7 – Windows 11
Networking TCP/IP
Wireless Networks
Installing/configuring

printers
DHCP/DNS
Excellent problem solving and customer service skills
Previous experience providing 2nd Line Support preferably for an MSP or within the MPS Industry
Knowledge of the principles of ITIL/ITSM

If you'd like to learn more about this role, please get in touch with Natalie!

Please only apply if you have the right to work in the UK.

Devonshire is an equal opportunity employer and we encourage job applications from people of all backgrounds. All qualified applicants will receive consideration regardless of gender, race, religion, age, disability, sexual orientation or marital status.