Technical Support Specialist

About the Role

Our client is looking for a detail-oriented and technically proficient Technical Support Specialist to join their remote team, supporting users in Manchester and beyond. You will be the first point of contact for customers experiencing technical difficulties with our software and hardware. Your primary goal will be to diagnose, troubleshoot, and resolve issues efficiently, ensuring minimal disruption to user operations. This role is perfect for someone who enjoys solving technical puzzles and has a passion for helping others succeed through technology, contributing to a company that values remote collaboration and employee empowerment.

Key Responsibilities

• Provide first-line technical support to customers via remote channels (phone, email, chat, remote desktop).
• Diagnose and resolve hardware, software, and network issues reported by users.
• Escalate complex technical problems to senior support staff or appropriate departments when necessary.
• Document all support interactions, solutions, and issues in the ticketing system.
• Assist in the creation and maintenance of technical documentation and user guides.
• Contribute to improving support processes and customer satisfaction through feedback and suggestions.

Requirements

• Proven experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS) and common software applications.
• Familiarity with basic networking concepts and troubleshooting.
• Excellent problem-solving and analytical skills.
• Proficiency in using remote support tools and ticketing software .
• Effective communication skills, particularly for explaining technical details remotely.

Benefits

• Competitive salary commensurate with experience.
• Full remote working arrangement.
• Comprehensive benefits package including health and pension plans.
• Generous annual leave allowance.
• Opportunities for skills development and certifications in IT support.