Technical Support Specialist I

Description

Are you passionate about delivering excellent technology support and helping colleagues get the most from their workplace tools?

Would you enjoy working in a collaborative environment where you can develop your technical skills, solve problems, and make a meaningful impact on the employee experience?

About our Team

You will join TechSquad, part of the End User Computing (EUC) function within Elsevier Technology, reporting to the Technical Support Lead. This team provides onsite, second-line support to colleagues across the business, working closely with our 24/7 global TechDesk, acting as the first point of contact for all end-user IT requests. Together, we look after everything from hardware and end-user software support to provisioning and imaging new devices, supporting office moves, and creating knowledge articles and user education sessions that help colleagues get the most from their technology. We are a friendly, collaborative team that values knowledge sharing, takes pride in delivering a great user experience, and is continually exploring how automation and AI can improve the way we work.

About the Role

As a Technology Support Specialist, you will provide responsive, user-focused technical support across a range of workplace technologies, helping colleagues stay productive and connected. Working as part of TechSquad, you will troubleshoot issues, manage incidents and service requests, support device lifecycle activities, and contribute to continuous improvement initiatives that enhance the employee technology experience.

Responsibilities

• Provide friendly, professional and timely support for common hardware, software, application, peripheral and connectivity issues.
• Take ownership of incidents and service requests through to resolution where possible, maintaining clear user communication and escalating appropriately when specialist or more senior support is required.
• Follow established support processes, security requirements and service management practices while using good judgement and initiative.
• Support colleagues with differing levels of technical knowledge, translating technical information into clear and practical guidance.
• Support and troubleshoot Windows endpoints and common Microsoft 365 workplace applications.
• Provide basic support for macOS and Apple hardware, resolving common issues and developing further Mac capability through experience and learning.
• Support laptops, desktops, mobile devices, docks, monitors, headsets, meeting-room technology and other standard workplace equipment.
• Assist with common access, identity, remote-working and network-connectivity issues, escalating where appropriate.

Requirements

• Good working knowledge of Windows endpoints and troubleshooting common hardware and software issues.
• Basic familiarity with macOS and Apple hardware, with the ability and willingness to develop further Mac support skills.
• Good general understanding of laptops, desktops, peripherals, applications and common connectivity issues.
• A strong customer-service mindset and clear written and verbal communication.
• Structured problem-solving skills, curiosity and a willingness to learn.
• Ability to organise work, take responsibility for agreed actions and ask for support when required.
• Strong teamwork and willingness to share knowledge across TechSquad and partner teams.
• Comfort using modern productivity tools, including approved basic automation and AI-assisted capabilities.
• Work in a Way That Works for You
• We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
• Working Pattern
• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
• About the Business
• A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
• We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
• We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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