This job is with St. James's Place, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. We are seeking a passionate Technology Support Specialist to join our Technology Operations Team in the Technology Division. The role of the Support Specialist is to provide outstanding 2nd line technical support to users throughout the SJP community. On occasion there will be a project focused requirement where location support may be necessary. If you are an experienced 2nd line engineer with a passion for delivering excellent customer service, we would love to hear from you. What you'll be doing? Resolving technical tickets via email, phone and face to face. Dealing with complex tickets, recreating the problem, finding a solution and testing the outcome. Coaching and training of junior team members. Liaising with other SJP Technology teams and users to find solutions. Investigation into root cause of issues and working towards a fix forever. Creating knowledgebase articles for the team and Service Desk. Managing users' escalations and VIP tickets Demonstrate the competence and knowledge required to have full permissions to make system changes. Who are we looking for? Experience of providing user technical support in a Windows 10/ Windows 11 IT environment Good understanding of systems and processes to provide support with increased permissions Sound knowledge of Microsoft Office 365 and components Good understanding of Operating Systems, Mobile devices and Peripherals Technically experienced with an understanding of the operational infrastructure Knowledge of networking and security practices including anti-virus.