Remote Technical Support Specialist (Tier 1–2)

Control Group; United Kingdom; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Control Group is seeking an experienced IT support professional to manage Tier 1 and Tier 2 remote support calls and front-line client expectations. The role involves diagnosing issues, guiding customers remotely, and coordinating with field engineers for on-site attendance when required.

The candidate will work with Help Desk, Operations, Procurement, Administration and Sales teams to ensure timely resolution and high levels of customer service.

Responsibilities

• Maintain a high degree of customer service for all support queries and adhere to good service management principles.
• Take ownership of user problems and proactively manage issues through to resolution.
• Provide Tier 1 and Tier 2 remote technical support, diagnosing faults and providing appropriate technical solutions.
• Troubleshoot system, hardware, software and connectivity issues and determine when escalation or engineer attendance is required.
• Log all calls on the support desk software and manage the ticket system effectively, ensuring accurate and timely updates are recorded.
• Keep customers informed of progress and effectively manage expectations around resolution timescales.
• Liaise with field engineers to provide technical support, arrange site attendance and ensure faults are progressed efficiently.
• Liaise with Installation, Maintenance and Warranty teams where technical issues relate to ongoing works or customer systems.
• Deal with administrative activities professionally and in a timely manner.
• Liaise with Procurement where replacement parts, equipment or materials are required to resolve technical issues.
• Work closely with the Help Desk Manager and wider operational teams to identify recurring issues and support continuous improvement.
• Ensure all technical support activity is documented accurately and in accordance with company procedures.

Job description

Control Group is seeking an experienced IT support professional to manage Tier 1 and Tier 2 remote support calls and front-line client expectations. The role involves diagnosing issues, guiding customers remotely, and coordinating with field engineers for on-site attendance when required.

The candidate will work with Help Desk, Operations, Procurement, Administration and Sales teams to ensure timely resolution and high levels of customer service.