Technical Support Coordinator

We are seeking a highly skilled and experienced Technical Support Manager to oversee our technical support team and ensure the delivery of exceptional IT support services. The successful candidate will be responsible for managing technical support operations, resolving complex technical issues, and maintaining high levels of customer satisfaction. This role requires a strong understanding of computer networking, hardware, software troubleshooting, and excellent communication skills to liaise effectively with clients and internal teams., * Lead and supervise the technical support team to deliver prompt and efficient IT support across various platforms.

• Manage escalated support cases involving hardware, software, network connectivity, operating systems (Windows, macOS, Linux), and security protocols such as VPNs and firewalls.
• Oversee the resolution of issues related to desktop support, LAN/WAN connectivity, server management, and computer hardware.
• Utilise ticketing systems including BMC Remedy, ServiceNow, and Jira to track, prioritise, and document support requests.
• Coordinate with other IT departments to ensure system stability and security compliance.
• Develop and implement support procedures, documentation, and training programmes for team members.
• Analyse recurring problems to identify root causes and recommend long-term solutions.
• Maintain up-to-date knowledge of emerging technologies and industry best practices in IT support.
• Provide exceptional customer service by communicating clearly with users at all levels of technical proficiency.

Do you have experience in macOS?, * Extensive knowledge of computer networking, LAN, VPN, firewall configurations, and operating systems including Windows, macOS, and Linux.

• Proven experience in software troubleshooting, desktop support, and hardware maintenance.
• Strong familiarity with IT support tools such as Help Desk systems (e.g., BMC Remedy, ServiceNow) and project management tools like Jira.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using Microsoft Office suite for documentation and reporting purposes.
• Knowledge of BMC Remedy, ServiceNow, Jira, as well as network protocols such as TCP/IP.
• Ability to manage multiple priorities efficiently while maintaining attention to detail in a fast-paced environment.
• Previous experience in a leadership role within a technical support or IT support environment is highly desirable. This position offers an exciting opportunity for a dedicated professional to lead a dynamic team while ensuring the highest standards of technical support are maintained across the organisation.