Global Tech Support Specialist – EMEA/APAC

ibml; Farnham; On-site; GBP 45,000 - 65,000; Full time

Job summary

IBML is seeking a Technical Support Specialist to provide first and second line customer support for hardware and software systems. The role involves on-site and remote assistance, with travel up to 50% to resolve customer issues globally.

The specialist will train customers, assist pre- and post-installation activities, and feed product feedback to engineering teams, while maintaining comprehensive documentation and asset control.

Qualifications

• Desirable bachelor’s degree or equivalent experience in IT or related field.
• Strong communication skills across all levels internal and external.
• Experience in delivering training at customer sites and IBML facilities.
• Knowledge of Windows OS and LAN technologies.
• Ability to gather business requirements from customers and translate to solutions.
• Familiarity with IBML scanning platforms is a plus (training/implementation).

Responsibilities

• Provide first and second line support to customers.
• Travel domestically and internationally up to 50% to resolve issues.
• Assist in pre-installation planning and post-installation support.
• Conduct customer training on-site.
• Provide feedback to Product Engineering and Software Development.
• Maintain knowledge of IBML hardware and software functionality.
• Support IBML and third-party hardware/software personnel.
• Ensure asset control and documentation accuracy.
• Meet all schedule deadlines.
• Other duties as assigned by Director of Services.

Skills

Communication skills

Training delivery

Foreign languages

Windows OS

LAN technologies

Business requirements gathering

Education

Bachelor’s degree or 5 years experience in IT

Tools

VB6/VB.NET/Java

SQL/Oracle/DB2

Web development

Job description

IBML is seeking a Technical Support Specialist to provide first and second line customer support for hardware and software systems. The role involves on-site and remote assistance, with travel up to 50% to resolve customer issues globally.

The specialist will train customers, assist pre- and post-installation activities, and feed product feedback to engineering teams, while maintaining comprehensive documentation and asset control.