Technical Support Officer

About the Company

Join Capita as a Technical Support Officer and play a key role on one of our largest delivery contracts, based in Belfast. This homebased role is hands-on, you’ll provide day-to-day technical support to ensure exceptional service quality.

About the Role

It’s the perfect opportunity for a proactive self-starter with a passion for IT and the ambition to grow their career in a fast-paced, supportive environment.

Responsibilities

• Provide day-to-day technical support ensuring a high-quality service
• Attend sites/remote fix to achieve SLA
• Meet deliverables set by Service Delivery Manager & Project Managers on assigned activities
• Generate and prepare internal and external customer reports and proposals
• Maintain and build technical relationships with Strategic Support Partners
• Manage outstanding calls to closure using available service tools
• Manage internal databases and procedures relevant to MIS & Curriculum Processes to ensure compliance
• Provide support to business functions when directed to by Strategic Service Delivery Managers
• Manage Support Partner related calls and queries
• Contribute to regular MIS Upgrades within agreed timescales
• Perform and audit MIS Patch Management

Qualifications

• Hands on experience working with SQL scripting
• Strong knowledge of MS Office work packages, i.e. Word, Excel, Outlook
• Understanding of ITIL service management
• Experience of managing personal workloads
• Experience of working as part of a team
• Excellent knowledge of coordinating Strategic 3rd Parties
• Proven experience in customer facing 2nd line support
• Excellent communication skills, both written and verbal, including proposal and business writing skills
• Experience in working in a high-pressure environment and meeting tight deadlines

Required Skills

• Proactive self-starter with a passion for IT
• Ambition to grow their career in a fast-paced, supportive environment

Preferred Skills

• Experience in customer facing 2nd line support
• Excellent communication skills

Pay range and compensation package

Homebased working, 23 days annual leave (rising to 27 days with time) with opportunity to buy more leave. The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice. Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform. Company matched pension, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave and plenty more.

Equal Opportunity Statement

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.