Technical Support Specialist in Glasgow

As a Technical Support Specialist, you will play a vital role in ensuring the smooth operation of our IT infrastructure and providing exceptional technical assistance to our employees. You will be responsible for ensuring timely resolution of technical issues. This role serves as a frontline point of contact for our identity and security tools, including Okta, SentinelOne, and Zscaler. Your technical expertise, problem-solving skills, passion for technology, and excellent customer service skills will be essential in this role. The ideal candidate must be disciplined in documenting and tracking all the issues they work on in a ticketing system.

What You Will Do

• Remain updated on recent technologies and best practices.
• Leverage excellent customer service to ensure that end users’ needs are met effectively and professionally.
• Provide advanced technical support and assistance to end users, including escalated support for complex issues.
• Provide technical support to employees experiencing issues with our A/V and web conferencing solutions.
• On-board new users, e.g., set up new user accounts, permissions, hardware, software.
• Off-board separated users, e.g., disable user accounts, reclaim software licenses, retrieve corporate assets.
• Troubleshoot hardware, software, network and system issues.
• Diagnose and resolve technical issues with both the Windows and macOS client operating systems.
• Provide tier-1 support for basic Okta issues, including password resets, account access, and MFA enrollment.
• Triage and escalate basic SentinelOne security alerts and endpoint agent issues.
• Troubleshoot basic Zscaler Client Connector connectivity issues for end users.
• Monitor the ticketing system, ensuring timely response and resolution of technical incidents and requests.
• Maintain accurate records of support activities and solutions, including knowledge bases and documentation.
• Document all work in the corporate ticketing system, communicating with users on ticket progress.
• Identify opportunities for improving support processes and workflows, including automation wherever possible.
• Contribute to the development and implementation of IT policies and procedures.
• Promote and enforce IT security policies and practices, with a focus on data security and compliance.
• Manage and track IT assets and inventory, ensuring efficient procurement and disposal processes.
• Provide training and guidance to users on how to use the company’s IT systems.
• Communicate with third-party vendors and service providers to address technical issues and escalate problems as necessary.
• Collaborate with other IT teams to resolve issues and implement solutions.
• Escalate to administrators, engineers, architects, and vendors as necessary to resolve more complex issues.

What We Are Looking For

• Bachelor’s Degree in Information Technology, Computer Science, or a related field a plus.
• 3+ years of experience in an IT support role in a mid-to large enterprise environment.
• 1+ years of experience supporting Google Workspace productivity tools, e.g., Gmail, Calendar, Drive, Docs, Sheets.
• Strong technical skills in hardware, software, operating systems, and networking.
• Advanced knowledge of computer hardware and software.
• Expertise troubleshooting both Windows and macOS client OSes.
• Experience with Active Directory for on-premises network and WiFi authentication, and with Okta for identity, SSO, and account provisioning.
• Familiarity with endpoint security tools (e.g., SentinelOne) to triage and escalate basic security alerts.
• Familiarity with Zero Trust network access clients (e.g., Zscaler Client Connector) to support basic connectivity issues.
• Familiarity with A/V technologies and web conferencing platforms.
• Excellent problem-solving and troubleshooting skills, with the ability to address complex technical issues.
• Effective communication and interpersonal skills, with a focus on delivering exceptional customer service.
• Ability to work independently and as part of a team.
• Ability to work under pressure.
• Ability to meet deadlines.
• Ability to learn new technologies quickly.
• Customer-service oriented with a focus on providing exceptional support.

Nice To Have

• Microsoft certification, e.g., MCSE, MCP preferred.
• CompTIA certification, e.g., CompTIA A+, CompTIA Network+, CompTIA Security+ preferred.
• Any version of the Information Technology Infrastructure Library (ITIL) framework preferred.
• Familiarity with ITIL best practices.
• Experience with Android, iOS, and Linux.
• Experience with any enterprise tools and platforms.
• Knowledge of IT security principles and practices.
• Proficiency in IT service management and ticketing systems.
• Experience with any automation tools or scripting languages.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee, but provide the primary duties and responsibilities of the role. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

What We Offer

The base salary may vary based on experience, role tenure, performance, industry, and location. Eligibility for the annual performance incentive may apply. Jazwares is a multi-state employer, so the salary range may not apply to other states. Our benefits package includes basic medical insurance that is 100% company-paid for employees and their children, employee basic life and AD&D insurance, a 401(K) retirement program with Jazwares matching up to 4% of pretax or post-tax deferrals, short and long-term disability, and tuition reimbursement. Our work environment provides a flexible work schedule that includes a Monday through Thursday on-site, with an optional WFH on Fridays, up to 20 workdays fully remote each year, and Time Off for vacation and sick leave. Through Jazwares Cares, you will have the opportunity to volunteer for up to 16 hours a year on community service projects.

Reasonable Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

JAZWARES is an equal opportunity employer and does not discriminate in employment on the basis of race, color, sex, religion, national or ethnic origin, citizenship status, ancestry, disability, age, military status, marital status, sexual orientation, or any other characteristic protected by law. Jazwares is committed to providing reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Know Your Rights

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.