Senior Technical Support Specialist

Senior Technical Support Specialist (Contract)

Start Date:

November

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.

• 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 Power Shell 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.