Key skills
DNSCommunication
About this role
Role Overview
- 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
Requirements
- 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.
Tech Stack
- DNS
Benefits
- Steep Learning curve: We promise a steep and continuous learning curve to both challenge and develop our people.
- Real impact: We operate in a high-trust and autonomous environment where you can make a real impact and difference in your role and across the company.
- Transparency and Honesty: We believe honest and clear communication creates a highly collaborative culture.
- A+ Global Team: Our people power every part of our business, and we look for individuals who bring genuine passion to their role and operate at their very best.
- Regular Team Socials: We celebrate our team, our milestones, promotions and achievements with social events every month.
- Employee Recognition: Programs to recognise and reward our top contributors for their achievements and efforts.