Triage and resolve critical incidents, delivering a high-quality IT Support Service
Provide 1st and 2nd line IT support to internal and external users, diagnosing and resolving technical issues across a range of systems and platforms
Handle issue tickets within Intercom in an effective manner
Provide professional and empathetic support to users
Create and track metrics such as KPI’s, CSAT and build data dashboards
Define best practice and process whilst having an immediate impact to support technical incidents
Responsible for daily activity management, including activities covering Backup services and raising/resolving issues with the backup jobs
Review and implement user, server, and network change requests
Follow high-severity and Major incident procedures
Create automated workflows, document processes and looking to improve the daily ticketing process
Troubleshooting server-related issues or hardware faults

Previous experience in a similar product or technical support role
Knowledge of troubleshooting (IP addressing, DHCP, DNS)
Team leading, rota management and global coverage experience will be highly beneficial
Previous experience of Intercom would be highly desirable
Strong technical understanding and enthusiasm for new technologies
Ability to work flexibly and support with critical issues as and when required
Working knowledge of ITIL processes would be highly beneficial
Knowledge of Microsoft Office 365
Excellent verbal and written communication skills, with the ability to collaborate effectively across teams

Competitive Compensation : Attractive salary, benefits package, and competitive annual leave allowance
Work-Life Balance: Flexible working hours and hybrid/remote working options to support a healthy work-life balance
Regular Team Socials: We celebrate our team, our milestones, and our new businesses with social events every month
Investing in Your Future: We encourage a growth mindset through proactive development opportunities. Such as continuous learning opportunities, professional training programs, and career advancement paths
Inclusive Environment: A supportive and inclusive workplace that values diversity and encourages collaboration and innovation
Employee Recognition: Programs to recognise and reward employees for their contributions and achievements

Product Support Specialist

Key skills