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IT Support Specialist IT SUPPORT SPECIALIST/ LONDON / OFFICE BASED/ £40,000- £50,000 PLUS BENEFITS

About the Team / Role

WEX is an innovative payments and technology company looking to forge the way in a rapidly changing environment, with a goal to simplify the business of doing business for our customers, freeing them to spend more time, with less worry, on the things they love. We are on a journey to build consistent world class user experience across our products and services and leverage customer driven innovative across all of our strategic initiatives.

The role of IT Support Specialist will be a key member to our London Bridge Office and will be required to be fully office-based Monday to Friday, part of a larger global team to ensure our staff always have access to the technology that allows us to operate.

What's on offer?

• Highly competitive salary between £40,000-£50,000 (dependant on experience)
• Annual company bonus
• 40 hour week - Monday to Friday, no evenings or weekends
• Fully office based - London Bridge
• Industry leading pension
• Private Medical
• 25 days holiday plus bank holidays - with the opportunity to purchase additional holidays
• Life assurance
• Income protection
• Gym Flex membership
• Discounts & perks platform
• Employee wellbeing

How you'll make an impact

• Provide timely, empathetic, and effective technical support to WEX employees, resolving issues related to desktops, laptops, mobile devices, software applications, and network connectivity
• Troubleshoot and resolve hardware and software malfunctions, escalating complex issues to senior IT staff as needed
• Thoroughly and accurately document all support interactions, including detailed descriptions of reported issues, troubleshooting steps taken, resolutions implemented, and any relevant communication with end-users to ensure a comprehensive knowledge for future and reporting
• Proactively identify and work to implement solutions to prevent recurring technical issues
• Stay abreast of the latest technological advancements and trends, exploring innovative solutions to improve our IT support services, focusing on AI and automation
• Research and recommend new AI-Powered tools and technologies to streamline support processes, automate repetitive tasks, and enhance the user experience
• Experiment with AI-driven chatbots, virtual assistants, and knowledge bases to provide self-service support options for employees
• Collaborate with other IT team members to maintain a stable and secure IT environment
• Manage and maintain an accurate inventory of company IT assets, including hardware and software
• Track the deployment, allocation, and lifecycle of IT assets
• Consistently meet or exceed established SLAs for response times and issue resolution
• Actively seek feedback from end-users to gauge satisfaction and identify areas for improvement
• Build rapport with end-users and foster a positive, collaborative relationship
• Go above and beyond to ensure end-users feel supported and valued

Experience you'll bring

• Previous experience of working in a customer-facing end-user support role, ideally with a CompTIA A+ certification or equivalent
• Experience with IT service management (ITSM) tools
• Familiarity with PowerShell scripting or other programming languages
• Previous experience with AI-Powered support tools or technologies
• Knowledge of cybersecurity best practices
• Familiarity with industry-standard tech stacks for networks, infrastructure, and cloud environments (e.g. TCP/IP, DNS, DHCP, Active Directory, AWS, Azure)
• Experience of supporting Google Workspace Suite, cloud-based applications and mobile devices
• Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and concise manner to non-technical users
• Strong analytical and problem-solving skills, with a proven ability to think outside the box
• Passion for technology and a strong interest in AI and automation
• Ability to work independently and as part of a team
• Exceptional customer service orientation, with a focus on empathy and building relationships
• Proven ability to track metrics, analyse data, and identify areas for improvement
• Experience of working in a fast-paced environment with strict deadlines

What's next?

If you feel that you have the necessary skills to be our IT SUPPORT SPECIALIST then please APPLY TODAY for immediate consideration.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/ belief, sexual orientation, or age

Due to the volume of applications received, unfortunately it is not possible to respond to each one individually, applicants that are shortlisted will be contacted within one week of applications.

We do not accept speculative agency CVs. Any CV received by WEX will be treated as a gift and will not be eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by the Talent Acquisition team. Job ID R15719