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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Technical Support Specialist - **Company:** POWERTEAM ELECTRICAL SERVICES (UK) LIMITED - **Location:** Belfast, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, CompTIA Network+, Network Troubleshooting, Microsoft Software, Cloud Platform System, Office365, Information Technology, Performance Monitor, Cisco - **Published:** August 9, 2026 - **Apply:** https://www.totaljobs.com/job/it-technical-specialist/powerteam-electrical-services-uk-limited-job107814521 ## About the Role * Strong understanding of ITIL processes and service operations. * Proven experience in 2nd/3rd line technical support. * Advanced troubleshooting skills across Windows, O365, networking, and enterprise apps. * Ability to coach and mentor junior team members. * Excellent communication and problem-solving skills. * Ability to manage complex priorities in a dynamic environment. Desirable Experience & Qualifications * ITIL Foundation certification or willingness to obtain. * Industry-recognised technical certification (e.g., CompTIA Network+, Microsoft, Cisco). * Experience supporting enterprise environments and cloud-based platforms. ## Description The Senior IT Technical Support Specialist provides advanced support, acting as a technical escalation point for the Service Desk and projects. The role diagnoses complex issues, contributes to problem management, investigates new technologies, and supports the continual improvement of IT services. The role also includes mentorship and guidance for Technical Support Specialists, ensuring technical quality, knowledge sharing, and alignment with ITIL best practice. Key Responsibilities Advanced Technical Support * Act as an escalation point for complex or high-impact incidents. * Work as part of a team to implement new software and technologies. * Investigate and diagnose advanced hardware, software, and networking issues. * Perform root-cause analysis and contribute to Problem Management activities. * Own and resolve persistent or recurring issues. Mentorship & Team Development * Provide day-to-day guidance and coaching to IT Technical Support Specialists. * Support onboarding and training of new team members. * Review tickets for quality, accuracy, and adherence to SLAs. Solutions Investigation & Continuous Improvement * Evaluate new tools, technologies, and processes that could improve service delivery. * Support testing and implementation of new systems or upgrades. * Lead improvements to knowledge base content and technical SOPs. Service Desk Operations Support * Assist the Service Desk Manager during major incidents. * Contribute to performance reporting, trend analysis, and service improvement planning. * Support the refinement of ITIL processes (Incident, Problem, Knowledge). Stakeholder & Vendor Coordination * Work closely with business teams to understand recurring issues and service needs. * Liaise with external suppliers and partners for escalated technical issues. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)