Technical Support Agent

About the Role

Our client requires a knowledgeable and patient Technical Support Agent for their team in Leeds . This role is vital in assisting customers with technical difficulties, ensuring they can effectively use the company's products and services. You will troubleshoot, diagnose, and resolve a range of technical issues, providing clear and concise solutions. This position is ideal for someone with a strong technical aptitude and a passion for helping others overcome challenges, working within a collaborative and innovative department. You'll be a key player in maintaining high levels of customer satisfaction through expert technical assistance.

Key Responsibilities

• Provide first-line technical support to customers via phone, email, and remote access tools.
• Diagnose and troubleshoot hardware, software, and network issues efficiently.
• Guide users through step-by-step solutions to resolve technical problems.
• Document all support interactions, including troubleshooting steps and resolutions, in the ticketing system.
• Escalate unresolved issues to senior support staff or relevant departments with detailed information.
• Contribute to the knowledge base by creating and updating support articles and FAQs.

Requirements

• Proven experience in a technical support role or similar IT helpdesk position.
• Strong understanding of computer hardware, software, operating systems, and basic networking concepts.
• Excellent problem-solving skills and the ability to think critically.
• Effective communication and active listening skills.
• Experience with remote support tools and ticketing systems is essential.
• Relevant IT certifications are a plus.

Benefits

• An attractive salary of £30000 per annum.
• Hybrid working environment combining office and remote work.
• Extensive training on company products and technologies.
• Opportunities for professional growth and certification.
• Comprehensive benefits package including health insurance and paid leave.