Technical Support Specialist

Cisilion (Group) Ltd; United Kingdom; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A leading technology service provider in the UK seeks a support specialist to manage technical incidents for managed services clients. Ideal candidates should have foundational knowledge of Microsoft 365, Azure, and Cisco Networks, along with experience in operational service management. Responsibilities include managing alerts, collaborating with engineering for troubleshooting, and maintaining client communication to ensure satisfaction. The role is vital for optimizing client infrastructure and involves interaction with various technical environments.

Qualifications

• Experience in a technical operational support environment.
• Foundational technical experience with Microsoft 365, Azure, or Cisco Networks.
• Working towards networking certifications like CCNA is ideal.

Responsibilities

• Manage alerts, events, incidents, and requests for clients.
• Perform technical triage and escalate issues as necessary.
• Collaborate with engineering for troubleshooting support.

Skills

Technical operational support

Microsoft 365

Azure

Cisco Networks

Networking certifications

Cloud certifications

Incident Management

Automation

Tools

Service Now

Cherwell

Job description

• Proactively managing alerts, events, Incidents and Requests for Cisilion’s Managed Services Clients.
• Performing initial technical triage through to either resolution or escalation across various tech stacks including Networking (Cisco/Fortinet/Meraki), Collaboration (Cisco Webex/UCCX) and Cloud (M365/Azure).
• Collaborating with senior engineering where required to support technical troubleshooting.
• Working closely with 3rd parties to manage shared Incidents impacting Managed Services Clients, as well as handling RMAs and changes.
• Performing standard changes e.g. Patching to ensure Client infrastructure is optimized.
• Proactively communicating with Managed Services Clients to ensure they are updated and feel confident with the Cisilion service.

EXPERIENCE, SKILLS, KNOWLEDGE & QUALIFICATIONS

• Experience of working in a technical operational support environment – either remote or field based.
• Foundational technical experience of one or a combination of Microsoft 365, Azure and Cisco Networks (LAN/WAN/Wireless/Security).
• A combination of Networking and/or Cloud based certifications such as Network+/CCT/AZ900/MS900 – ideally working towards CCNA.
• Operational Service Management knowledge desired – Incident, Problem, Change and Event Management.
• Experience in automation and programming highly desirable (Python/PowerAutomate/Java/n8n)
• Experience of Service Now / Cherwell or similar ITSM tooling.