Tech Zone Support Technician

Canopius; Greater London; Hybrid; GBP 32,000 - 52,000; Full time

Job summary

Canopius is seeking a Customer Service Experience role focused on IT and Technology support for internal customers across the global user base. The role handles 2nd line deskside support and manages high-priority incidents, acting as the face of Service Management in Canopius’s London Tech Zone(s).

The successful candidate will liaise between IT and internal customers, escalate as needed, and coordinate with 3rd party teams to deliver end-to-end IT services.

Responsibilities

• 2nd line deskside IT support across Canopius user base
• Incident management including major incidents and escalations
• Act as escalation point and communicator between IT and internal customers
• Coordinate with 3rd party teams delivering IT services
• Support users in office and at home in hybrid environment
• Shift coverage: Early 8am-4pm and Core 9am-5pm; London Tech Zone

Job description

The Role

The role will be responsible for the Customer Service Experience provided to internal customers of IT and Technology support services across the Canopius global userbase. This will include 2nd line deskside support and management of business impacting and prioritised incidents. The role will be the face of Service Management at the London Tech Zone(s) and an active communicator of incidents and customer experience between IT and internal customers; this includes operating as a key escalation point for the customers.

The role will support end users both in the offices and at home as the hybrid/office working environment evolves and with Problems, Major Incidents and escalations of tickets raised with 1st line and Group IT. In addition, the role involves regular interaction with, and management of tickets raised with the 3rd Party teams that constitute the end-to-end delivery of Canopius’s IT services and support.

The role is based in London and will cover the following shifts;

• Early - 8am - 4pm
• Core - 9am - 5pm

This is a hybrid role and you will work in office 2 days per week Monday - Thursday and 1-in-3 Fridays in the office.