inforcer

Product Support Specialist

inforcer

full-time

Posted on:

Location Type: Hybrid

Location: United Kingdom

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Tech Stack

DNS

About the role

  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingIP addressingDHCPDNSITIL processesdata dashboardsautomated workflowsserver-related issueshardware faultsbackup services
Soft Skills
professional supportempathetic supportteam leadingrota managementflexibilitycollaborationcommunication skillsproblem-solvingactivity managementprocess improvement