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For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for clients in the APAC region.
- Company: Join Texaport, a dynamic UK-based MSP with a global reach.
- Benefits: Enjoy a fully remote role with competitive salary and career growth opportunities.
- Why this job: Make a real difference by helping users overcome their IT challenges.
- Qualifications: 2 years of tech support experience and excellent communication skills required.
- Other info: Be part of a collaborative team and learn new technologies in a fast-paced environment.
The predicted salary is between 30000 - 42000 £ per year.
Texaport is a UK-based MSP serving businesses globally. The company has been trading for over 12 years and is headquartered in Edinburgh, United Kingdom. It is expanding its offering globally and is looking to provide 24/7 cover to its clients. With a growing client base in the APAC region, it is now time to secure local Technicians to support this user base.
Job Requirements
- Respond to requests for technical assistance via ticket or in person
- Diagnose and resolve technical hardware and software issues
- Research questions using available information and resources
- Take ownership of users' queries, follow up on the status on behalf of the user, and communicate promptly
- Follow standard help desk procedures
- Log all help desk interactions
- Maintain a high level of Customer Service for all customer queries
- Redirect problems to the appropriate resource
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests, and document resolutions
- Create and update documentation for FAQs, knowledgebase, user guides, how-to guides, workarounds, etc., to aid customers and IT staff
- Publish support documentation to assist staff with requests and information
Personal Requirements
- The ideal candidate will be able to explain technical concepts in a clear and understandable manner to non-technical individuals.
- Possess patience and empathy when assisting end-users facing IT difficulties.
- Advanced English proficiency required.
- 2 years of previous experience in a technical support role.
- Exhibit a customer-centric approach to support, showcasing a commitment to prioritising the needs of customers.
- Demonstrate exceptional client interaction skills, both verbally and in written communication.
- Apply a logical and systematic approach to troubleshooting technical issues.
- Have the ability to prioritise tasks and manage time efficiently.
- Display excellent time management skills, including awareness of time constraints, priorities, and deadlines.
- Demonstrate the capacity to research and rapidly learn new technologies and solutions even under pressure.
- Act as a strong team player, actively contributing knowledge and expertise to foster collaboration.
Experience
- Having worked in a similar role within an IT managed service provider would make you stand out, but previous MSP experience is not a prerequisite, and we are open to new talent from any IT background!
- Exposure to the following technologies, but not limited to, would be advantageous: Windows Server, Windows Desktop, Microsoft Office 365, Active Directory & Entra, DNS, DHCP, Group Policy, Networking, switches, subnets, LAN, WAN.
Location & Salary
Our organisation is located in Edinburgh, UK, and we require the successful candidate to work remotely from the Philippines.
Job Type: Full-time, Permanent, Fully remote.
IT Support Analyst - APAC in Edinburgh employer: Decoding Pinterest
Contact Detail:
Decoding Pinterest Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst - APAC in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to folks in the IT industry, especially those who work at MSPs. Attend local meetups or online webinars to connect with potential employers and get your name out there.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your technical projects and problem-solving abilities. This gives you an edge and lets employers see what you're capable of beyond your CV.
✨Tip Number 3
Prepare for interviews by practising common IT support scenarios. Think about how you'd handle specific technical issues and customer interactions. We want you to be ready to impress with your knowledge and communication skills!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace IT Support Analyst - APAC in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Analyst role. Highlight your technical skills and experience, especially with the technologies mentioned in the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your previous experiences make you a great fit for Texaport. Remember, we love seeing your personality come through!
Showcase Your Customer Service Skills: Since this role is all about helping users, make sure to highlight your customer service experience. Share examples of how you've successfully resolved issues and communicated effectively with clients. We’re all about that customer-centric approach!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Texaport!
How to prepare for a job interview at Decoding Pinterest
✨Know Your Tech Inside Out
Make sure you brush up on the technologies mentioned in the job description, like Windows Server and Microsoft Office 365. Be ready to discuss your experience with these tools and how you've used them to solve problems in the past.
✨Show Off Your Customer Service Skills
Since this role is all about helping users, be prepared to share examples of how you've provided excellent customer service. Think of specific situations where you turned a frustrated user into a satisfied one, and highlight your patience and empathy.
✨Practice Clear Communication
You’ll need to explain technical concepts to non-techies, so practice simplifying complex ideas. During the interview, try to demonstrate this skill by explaining a technical issue you’ve resolved in a way that anyone could understand.
✨Be Ready to Troubleshoot
Expect some scenario-based questions where you'll need to troubleshoot a technical issue on the spot. Brush up on your logical problem-solving skills and be ready to walk the interviewer through your thought process as you tackle a hypothetical tech problem.
