Technical Support Specialist
7 days ago
Kirra Services is seeking a highly skilled Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers.
Role Responsibilities:
- Provide specialized, escalated technical support from a central location, either by telephone or email.
- Negotiate timeframes for solution implementation with users and update them on progress during problem resolution.
- Identify complex technical issues for escalation to more senior staff or external vendors and effectively use the established escalation process.
- Educate relevant parties within the organization on potential areas for product improvement, keeping management aware of opportunities.
- Log and access technical solutions within a database and thoroughly document the status of all liaisons and communications.
- Develop and maintain specialist knowledge and skill in supported products and associated products as required.
- Develop and deliver training to Helpdesk/IT support staff.
- Take reasonable care that their actions do not harm the Health and Safety of themselves or others.
Knowledge:
- Broad understanding of common desktop applications, systems administration, and network engineering.
- Strong understanding of Kirra Services' technical environment and operating platforms.
- High-level specialist knowledge of supported products and applications.
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