Open roleExternal

Remote Technical Support Specialist

Posted by Placements24
sheffield, south yorkshire, S1 1DQ, United Kingdom
Full time
Remote
£39,000 - £39,000 Per Annum

Job Description

About the Role

Our client is seeking a knowledgeable and customer-focused Remote Technical Support Specialist to join their fully remote support team. This role is critical in providing first-line technical assistance to clients experiencing issues with installed systems and software. You will diagnose problems, guide users through troubleshooting steps, and escalate complex issues to higher support tiers, all while working from home. This is an excellent opportunity for an IT support professional who is adept at problem-solving, communicates effectively, and prefers the flexibility of a remote-first role within the Installation & Maintenance sector.

Key Responsibilities

Provide remote technical support to customers via phone, email, and chat, addressing inquiries related to installed hardware and software.
Diagnose and resolve technical issues, guiding users through step-by-step solutions.
Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
Escalate unresolved issues to senior support engineers or relevant departments according to established procedures.
Contribute to the knowledge base by creating and updating support articles and FAQs.
Identify trends in customer issues and provide feedback to product and engineering teams for service improvement.

Requirements

Previous experience in a technical support or help desk role.
Strong understanding of common hardware and software issues, operating systems, and networking basics.
Excellent problem-solving and analytical skills.
Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
Self-motivated and able to manage time effectively in a remote work environment.
Experience with remote support tools is essential.

Benefits