Technical Support Technician

Description:

As our Technical Support Technician, you will play a key role in delivering a high-quality technical assistance service across the UK and Europe. We are seeking a motivated, customer-focused, and detail-oriented individual to assist with the diagnosis and resolution of hardware, software, operating system, and connectivity issues. You will provide timely and accurate updates to customers, help ensure service requests are managed efficiently, and contribute to delivering an exceptional customer experience. Reporting to the Technical Support Manager, you will assist the team in maintaining high standards of service, technical excellence, and customer satisfaction.

You would also:
 

• Provide technical assistance to customers via phone and email, resolving hardware, software, and connectivity issues while delivering excellent customer service.
• Troubleshoot and manage technical issues through to resolution, keeping customers informed and escalating complex cases when needed.
• Assist engineers and customers with software configuration, system maintenance, application rollouts, and user training.
• Test new technologies, document technical processes, and recommend improvements to enhance service performance and reliability.
• Maintain accurate records, raise purchase orders, complete administration tasks, and support the wider Technical Support Team as required.
   

The Skills And Experience You Need

We are looking for someone who:
 

• Has knowledge of networks, servers, and IT troubleshooting, with previous experience in a Technical Support or similar role being advantageous.
• Has strong communication skills with the ability to provide effective support via phone, email, live chat, and face-to-face interactions.
• Has excellent customer service and partnership development skills, with the ability to work effectively with internal and external stakeholders.
• Is proactive and self-motivated, with a genuine interest in technology and emerging IT solutions.
• Is competent in Microsoft Office, adaptable to new software systems, and able to meet BS7858 security vetting requirements.