Open roleExternal
Technical Support Agent
- stoke on trent, staffordshire, ST1 1, United Kingdom
- Remote
- Full time
- £26,000 - £26,000 Per Annum
Job Description
About the Role
Our client is searching for a skilled and patient Technical Support Agent to join their dedicated team in Stoke-on-Trent . This role involves providing frontline technical assistance to users encountering issues with software, hardware, or network services. You will be responsible for diagnosing problems, guiding users through troubleshooting steps, and escalating complex issues to higher levels of support. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and the ability to communicate complex technical information clearly to non-technical users, fostering a positive support experience within the Staffordshire region.
Key Responsibilities
- Respond to technical support requests via phone, email, and chat in a timely manner.
- Diagnose and resolve hardware, software, and network issues for end-users.
- Provide clear, step-by-step instructions for troubleshooting and issue resolution.
- Document all technical support interactions, resolutions, and relevant user information in the ticketing system.
- Escalate unresolved issues to senior support staff or relevant IT departments with detailed problem descriptions.
- Contribute to the development of the knowledge base with solutions to common technical problems.
Requirements
- Proven experience as a Technical Support Agent or in a similar IT support role.
- Strong understanding of operating systems, common software applications, and network fundamentals.
- Excellent diagnostic and problem-solving skills.
- Proficiency with helpdesk and ticketing software .
- Effective communication and interpersonal skills, with the ability to explain technical concepts simply.
Benefits
- Competitive salary and opportunities for advancement within the IT department.
- Remote work options providing excellent flexibility.
- Comprehensive health, dental, and vision insurance plans.
- Ongoing training and professional development opportunities in Stoke-on-Trent .
- A culture that encourages innovation and continuous learning.