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Technical Support Specialist II
Do you like solving problems?
Would you like to provide first-class guidance and support to the company's users?
About the Business
LexisNexis Risk Solutions provides customers with solutions and decision tools that combine public and industry-specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. We use the power of data and advanced analytics to help our customers make better, timelier decisions. By bringing clarity to information, we ultimately help make communities safer, insurance rates more accurate, commerce more transparent, business decisions easier, and processes more efficient. You can learn more about LexisNexis Risk at https://risk.lexisnexis.com/.
About our Team
The team consists of 6 Service Desk Analysts based at the Sutton, Greater London office.
About the Role
As a Technical Support Specialist II, you will provide advanced technical assistance to resolve complex IT issues. Your role involves troubleshooting, analyzing, and resolving software and hardware problems to ensure seamless operations for end users. You will also contribute to the development and maintenance of support documentation.
Responsibilities
1. Assist users with diagnostics and troubleshooting through tool use and verbal guidance.
2. Connect mobile devices (iOS, Android, Windows) to a corporate infrastructure.
3. Engage in Service Desk activities including End User Support, Integration Monitoring, and Ticket Status updates.
4. Support processes related to end-user experience such as ID creation, distribution, password resets, and authorization of products.
Requirements
1. Possess excellent communication and customer service skills.
2. Experience in a Level 1 Support role, working with Windows & Mac OS in a remote support scenario.
3. Experience with MS Windows 10 & 11 & Office 365 desktop administration.
4. Experience with Virtualisation (Citrix) and Virtual Desktop support.
5. Experience troubleshooting Outlook, including problems connecting to Exchange/Office 365, VPN, and multifactor authentication.
6. Experience with ITSM software such as TOPdesk, ServiceNow, Remedy; supporting mobile devices (iOS, Android, Windows) in a managed enterprise environment.
7. Experience supporting macOS productivity applications (e.g., Adobe Creative Suite/Creative Cloud, Microsoft Office), Azure Active Directory administration, and Windows networking.
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