Technical Support Specialist - Level 1

About the Role

Our client is seeking a motivated and detail-oriented Technical Support Specialist to provide Level 1 support to users in Norwich and surrounding areas. This role is crucial for ensuring the smooth operation of IT systems by addressing initial technical queries and troubleshooting common issues. You will act as the first line of defense, offering clear and concise guidance to users, and escalating more complex problems as needed. This is a fully remote position, offering the flexibility to work from home while delivering essential technical support.

Key Responsibilities

• Provide first-level technical support and troubleshooting for hardware, software, and network issues.
• Respond to user requests via phone, email, and the helpdesk ticketing system in a timely and professional manner.
• Install, configure, and test software and hardware as required for user setups.
• Guide users through step-by-step solutions for common technical problems.
• Document all support activities, resolutions, and user interactions accurately.
• Escalate unresolved issues to Level 2 support specialists or relevant IT teams.

Requirements

• Previous experience in an IT support, helpdesk , or technical support role is required.
• Solid understanding of operating systems (Windows, macOS), common applications, and basic networking concepts.
• Excellent communication and active listening skills with the ability to explain technical information simply.
• Proficiency in using support software and remote assistance tools.
• Ability to work independently and manage time effectively in a remote work environment.
• A proactive approach to learning and problem-solving.

Benefits

• Competitive salary package.
• Fully remote work arrangement with flexible scheduling options.
• Comprehensive health, dental, and vision insurance.
• Opportunities for continuous learning and professional development in IT.
• Paid time off and company-observed holidays.