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About the Role

The Technical Support Technician provides technical support to internal and external users, addressing software, hardware, and connectivity issues. The role diagnoses and troubleshoots technical problems, conducts assessments and resolutions for tier 1 and tier 2 incidents, documents solutions, manages IT inventory, handles warranty processes, and collaborates with other IT teams.

Responsibilities

• Provides necessary support to integrate and test computer environment systems.
• Installs, configures, and supports hardware, diagnosing and resolving wiring, cabling, and other hardware issues, and assists with hardware commission and decommission.
• Provides technical support via phone, chat, email, and web ticketing to users on software, hardware, and connectivity issues.
• Diagnoses and troubleshoots technical problems with personal computers, printers, software applications, and network connectivity.
• Conducts initial assessment, triage, research, and resolution of tier 1 and tier 2 incidents and requests.
• Documents resolutions in the ticketing system, including customer communications, problem analysis, troubleshooting, and closure.
• Supports continuous enhancement of customer service experience and increasing first call resolution.
• Provides remote technical support for off-site employees using remote desktop tools.
• Educates end-users on basic security practices and policies.
• Administers an inventory of hardware and software assets, tracking equipment and licenses.
• Handles the repair process for all devices under warranty and prepares IT assets for transportation.
• Collaborates with other IT teams to address complex technical issues and improve IT operations.

Requirements

• Bachelor’s degree in Computer Science or a related field.
• 6 months to a year of related experience.

Skills

• Technical support
• Troubleshooting
• Hardware support
• Software support
• Connectivity issue resolution
• Ticketing system documentation
• IT inventory management
• Warranty process management
• Remote desktop tools
• Security practices education

Location

• London - UK - Fenchurch

Work Type

• Full-time

Experience Level

• 6 months to 1 year

Education Level

• Bachelor’s degree in Computer Science or related field

About the Company

• Ryan Specialty is committed to building and sustaining a diverse workforce throughout the organization.
• Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions.
• Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities.

Equal Opportunity

• Ryan Specialty is an Equal Opportunity Employer.
• This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.