Python Job: Tech Support Analyst

Our number one focus is to help brands build genuine human connections with their consumers. We partner with our clients to find business solutions through human interactions driven by data and insights. We use insights to form strategy, then execute across all areas of social, including community management, listening, content, reporting, and crisis management.

We are currently looking for a Tech Support Analyst to join our Hotline team. In this role, you’ll be supporting users by providing 24/7 technical support and helping to implement technical change programmes along with providing emergency shift cover and escalation support to both users and clients.

As a Tech Support Agent you’ll be helping people with all their company-related tech support requirements, which includes technical setups of new company projects, undertaking routine technical tasks, providing cover for late, missed and unassigned shifts, client escalations and incident management.

The role will liaise with all 3rd party software providers to ensure that queries to general technical problems are resolved. The role is also responsible for managing joiner and leaver accounts across systems.

This is a fully remote freelance work and you can be located anywhere as long as you have the right availability to cover the shifts.

WHAT YOU’LL DO

IT

• Day to day management of all technical support requests within agreed timescales.
• Investigate technical issues and suggest solutions/improvements, and ensure all issues are properly logged
• Maintain user accounts across all systems and platforms.
• Assist in the maintenance of technical help resources.
• System administration of servers.
• Perform routine technical tasks.
• Maintain off-the-shelf and bespoke systems.
• Follow standards procedures for proper escalation of unresolved issues to the appropriate internal teams
• Refer to internal database or external resources to provide accurate tech solutions
• Advise management on overall status of routine platforms and systems.

Resources

• Action urgent shift change requests which can include answering emergency calls from users
• Action cover for late and missed shifts which can include answering and making telephone calls to users
• Work to cover unassigned shifts via a number of mediums via IM, email, phone and text
• Monitor resource gaps for the current schedule and keep resources updated
• Ensure individuals are working in accordance to their ideal and statutory hours
• Answers and actions calls made by workers/team members to the 24/7 Hotline and follows up with the relevant reporting

Client Hotline

• Answer and action calls made by clients to the 24/7 Hotline and follow up with the relevant departments based on the client request

Client Escalations

• Action emergency and serious escalations according to project specific guidelines
• Assist and advise contractors with escalations based on project specific guidelines
• Call and/or email clients and the relevant Client Services project leadership team to notify them of the escalation

WHAT TO BRING

Essential

• Solid experience in providing 1st level and 2nd level technical support.
• Experience with onboarding and offboarding users
• Experience with automating internal processes
• Network configuration including firewall and EDR (Endpoint Detection and Response)
• Experience of implementing and managing websites using WordPress including optimisation of page speeds
• Google Workspace admin (ideally a certified admin)
• Experience with managing Microsoft licences
• IdP admin i.e.: OneLogin, Okta, etc.
• Good understanding of MFA / TOTP using mobile apps like Google Authenticator, OneLogin Protect, LastPass MFA, etc
• Understanding of SAML authentication
• Previous experience in supporting both Windows and MacOS
• Experience in supporting company devices using MDM solutions such as Microsoft Intune, JAMF, Mosyle, etc.
• Experience in finding products to enhance technical infrastructure
• Excellent written and spoken communication skills as you’ll be interacting with stakeholders and clients located across the globe.
• Organisation skills since you’ll be juggling several projects and requests at once.
• Understanding and adherence to the importance of client and company confidentiality
• Logical thinker when dealing with multiple tasks such as scheduling complex shift patterns

Ideal

• Netskope / SASE admin.
• Previous experience in managing API integration between different systems
• A technical understanding of these technologies would be advantageous: Basecamp, Tableau, Zoho CRM, Zoho Desk, Zoho Creator, Zoho Forms, Zoho Assist, OneLogin, Slack, Microsoft Teams, Zoom, Citrix Workspace, SSO, Sprinklr, Social Studio
• Experience of implementing and managing websites using WordPress including optimisation of page speeds
• Experience as a web developer and understanding of programme languages such as PHP, JavaScript, Python and SQL
• Understanding of the Zero Trust Security concept
• Understanding of DLP

WORKING HOURS

We are potentially looking for one or two Tech Support Agents. This will depend on the availability to cover the shifts. Approximately we can offer up to 30 hours per week. The shifts are shown in GMT (UK times)

Tuesday 10am-4pm BST

Wednesday 12-6pm BST

Thursday 11am-5pm BST

Friday 11am - 4pm BST

Sunday 9am-1pm, 2-5pm BST

The Social Element values

Work according to the company values

• Do it Well
• Be One Team
• Do the Right Thing
• Keep Pioneering
• Make Them Smile

We are proud to be an Equal Opportunity employer. Our recruitment process is fair, transparent and based on merit, skill and experience related to the role. We welcome applications from diverse and under-represented groups regardless of their background.

HOW TO APPLY

If this sounds like you, simply upload your CV/resume and a cover letter (or a link to your cover letter video if you prefer). *Make sure to include the following details in your cover letter/video, or we won’t be able to process your application:

• Details of your personal/professional experience in social media
• Why you are interested in being part of our team at The Social Element

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