IT Technical Support Specialist

Job description

Job Title Senior IT Technical Support Specialist: Location: Belfast: Department: IT: Reports to: IT Service Desk Manager: Role Purpose: The Senior IT Technical Support Specialist provides advanced support, acting as a technical escalation point for the Service Desk and projects. The role diagnoses complex issues, contributes to problem management, investigates new technologies, and supports the continual improvement of IT services. The role also includes mentorship and guidance for Technical Support Specialists, ensuring technical quality, knowledge sharing, and alignment with ITIL best practice. Key Responsibilities: Advanced Technical Support: Act as an escalation point for complex or high-impact incidents. Work as part of a team to implement new software and technologies. Investigate and diagnose advanced hardware, software, and networking issues. Perform root-cause analysis and contribute to Problem Management activities. Own and resolve persistent or recurring issues. Mentorship & Team Development: Provide day-to-day guidance and coaching to IT Technical Support Specialists. Support onboarding and training of new team members. Review tickets for quality, accuracy, and adherenc...