Technical Support Agent

About the Role

Our client is seeking a highly motivated Technical Support Agent to provide first-line technical assistance to their user base. Based in our Leeds office, you will be responsible for diagnosing and resolving a wide range of technical issues, ensuring minimal disruption to user productivity. This role requires strong problem-solving skills, a patient demeanor, and a commitment to delivering excellent service. You will be an integral part of the IT support team, contributing to the smooth operation of our client's technological infrastructure.

Key Responsibilities

• Respond to technical support requests via phone, email, and ticketing system.
• Diagnose hardware, software, and network issues and provide effective solutions.
• Guide users through step-by-step solutions for technical problems.
• Escalate unresolved issues to senior technical staff with detailed documentation.
• Maintain accurate records of support requests and resolutions in the IT helpdesk system.
• Assist with the setup and deployment of new user hardware and software.

Requirements

• Previous experience in an IT support or helpdesk role is essential.
• Strong understanding of common operating systems (Windows, macOS).
• Familiarity with network protocols and troubleshooting techniques.
• Excellent communication and customer service skills.
• Ability to explain technical concepts clearly to non-technical users.
• Based in or willing to commute to our Leeds office.

Benefits

• Competitive annual salary.
• Full-time employment with a stable company.
• On-site training and professional development opportunities.
• Company-provided IT equipment and tools.
• A collaborative and friendly office environment.