Senior Technical Support Specialist
Location: Hybrid working in London
Duration: 12 months
Rate : £350 - £450 per day Outside IR35 As a Senior Technical Support Specialist, you will have a crucial part in enhancing the technical depth and operational excellence of our clients’ Global Service Desk (GSD). You will address sophisticated support issues, propel process improvements, and act as a technical mentor to the team—while remaining fully accountable for your own work and building toward future leadership opportunities. The Role:
- Act as the primary technical liaison for challenging support issues throughout the Americas, encompassing executive and VIP assistance.
- Drive continuous improvement through automation, standardization, and adoption of guidelines in endpoint management, identity, and collaboration platforms.
- Collaborate with IT leadership and business collaborators to align support strategies with organizational goals and upcoming initiatives.
- Supply technical support to GSD team members, contributing to the growth of their capabilities and enhancing overall team confidence.
- Participate in critical incident response and on-call rotations, ensuring resolution and clear communication to senior management.
- Contribute to project delivery and operational readiness across IT initiatives.
- Must be able to perform physical tasks such as moving equipment, accessing cables under desks, and navigating office environments.
- Demonstrated ability in Technical Support / Endpoint Management preferred (Senior Associate level)
- Demonstrable experience in revitalizing service desk/desktop teams through improved trust, processes, and performance metrics.
- Strong executive support credibility: Able to advise senior collaborators and translate technical risk into business impact.
- Proficiency in Windows 11, Microsoft 365/Teams, Intune/Autopilot, Azure AD, Okta, and basic networking.
- Experience implementing incidents, requests, problems, and change workflows in an ITIL-aligned environment.
- A proactive operations demeanor: Establishing health checks, patch/compliance baselines, capacity plans, and supervising to prevent issues.
- Automation & tooling skills: Using PowerShell and scripting to reduce toil, standardize builds, and generate operational insights.
- Outstanding communication and customer service proficiencies, skilled in aiding users within technical and business realms.
- Ability to prioritize effectively while upholding integrity and composure.
- A proactive problem-solver who anticipates technical and operational challenges, implementing preventive measures before issues impact users or leadership.
- A reliable technical expert for team members and collaborators, capable of translating intricate technical ideas into understandable business language.
- A forward-thinking innovator who finds opportunities to streamline workflows, automate tasks, and improve end-user experience.
- Remaining calm and making decisions under pressure, demonstrating good judgment in critical situations, and taking the lead in resolving issues.
- A mentor and role model, championing a culture of perpetual advancement and technical expertise within the team.
- Demonstrates a strong customer-first mindset by proactively resolving technical issues and ensuring a seamless support experience for end users.
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