Technical Support Specialist

We are looking for a Technical Support Specialist to join our team and provide technical assistance to our clients and internal teams. The ideal candidate will be responsible for diagnosing, troubleshooting, and resolving technical issues related to hardware, software, and networking. This role requires strong communication skills, technical knowledge, and a passion for helping others.

This is an office based role in our Luton, Bedfordshire office so applications that are outside a commutable distance will not be accepted

Key Responsibilities:

• Customer Support:

Provide first-line technical support to clients via phone, email, or through a ticketing system, ensuring issues are resolved promptly and efficiently.

Troubleshoot technical problems related to software applications, hardware, operating systems, and network configurations.

Guide clients through step-by-step solutions, offering clear instructions and assistance with problem resolution.

Escalate unresolved or complex issues to higher-level support teams or engineering as necessary.

• System Diagnostics and Troubleshooting:

Analyse system issues to identify root causes and provide accurate solutions.

Perform diagnostics on various systems and software to ensure functionality and prevent recurring issues.

Help users with setup and configuration of devices, applications, and network access.

• Software & Hardware Support:

Assist with installation, configuration, and support of hardware and software systems.

Ensure that software installations are up-to-date and compatible with existing systems.

Provide troubleshooting and repair for hardware-related issues including desktops, laptops, printers, and peripherals.

• Documentation and Reporting:

Record and track technical issues and resolutions in the ticketing or helpdesk system.

Maintain knowledge base articles and documentation for common technical issues and their solutions.

Generate and present regular reports on issue trends, performance metrics, and support team effectiveness.

• Customer Education:

Provide training to clients and internal users on using software applications, systems, and best practices for problem prevention.

Develop and deliver user guides, FAQs, and other resources to empower users in solving common technical issues.

• Collaboration:

Work closely with other internal teams to resolve cross-functional issues and improve system reliability.

Share insights and feedback on user pain points, identifying opportunities for system enhancements or improvements.

Contribute to improving the overall technical support process and customer experience.

Qualifications:

• Experience:

2+ years of experience in technical support or a customer service-related role with a focus on troubleshooting and resolving technical issues.

• Technical Skills:

Proficiency in troubleshooting hardware, software, and networking issues.

Basic IT repair and build experience.

Strong knowledge of operating systems such as Windows, macOS, and Linux.

Familiarity with common productivity software (Microsoft Office Suite, email clients, etc.).

Experience with helpdesk software or ticketing systems (Zendesk, Freshdesk, Jira, etc.).

Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, etc.).

• Soft Skills:

Excellent problem-solving and critical thinking abilities.

Strong communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.

A customer-first mindset with the ability to remain calm under pressure and manage multiple priorities.

Attention to detail and a commitment to delivering high-quality service.

• Certifications (optional but preferred):

CompTIA A+, Network+, or other related IT certifications.

Microsoft Certified: Azure Fundamentals, ITIL Foundation, or similar certifications.

This is an office based role in Luton, Bedfordshire.

As this role may involve visiting customer sites, a full clean driving license is required to use a company vehicle.

Because of the nature of our industry, this role is subject to a security clearance check which we will carry out once an applicant has been successful.