Tech Support Specialist - EUC & AI-Driven Helpdesk (Flexible Hours)

Elsevier; England; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Wellbeing initiatives

Shared parental leave

Study assistance

Sabbaticals

Job summary

Elsevier's TechSquad in the EUC group provides onsite, second-line tech support for colleagues across the business, handling hardware, software, imaging devices, and office moves. You will join a collaborative team that values knowledge sharing and is exploring automation and AI to improve the employee experience.

As a Technology Support Specialist, you will troubleshoot issues, manage incidents and service requests, support device lifecycles, and contribute to continuous improvement of the

Qualifications

• Good working knowledge of Windows endpoints and troubleshooting.
• Familiarity with macOS and Apple hardware; willingness to grow Mac support.
• Understanding of laptops, desktops, peripherals, apps and connectivity.
• Strong customer-service mindset and clear written and verbal communication.
• Structured problem-solving, curiosity and willingness to learn.
• Ability to organise work and seek support when required.
• Strong teamwork and knowledge sharing across TechSquad.
• Comfort with basic automation and AI-assisted capabilities.

Responsibilities

• Provide friendly, professional and timely support for hardware, software, applications, peripherals and connectivity issues.
• Take ownership of incidents and service requests through to resolution and escalate when needed.
• Follow established support processes and security requirements while using good judgment.
• Translate technical information into clear and practical guidance for colleagues.
• Support Windows endpoints and Microsoft 365 workplace applications.
• Provide basic macOS/Apple hardware support and grow Mac capability.
• Assist with laptops, desktops, mobile devices, docks, monitors, and meeting-room tech.
• Assist with access, identity, remote-working and network-connectivity issues.

Skills

Customer service mindset

Clear communication

Structured problem-solving

Willingness to learn

Teamwork

Organise work

Automation/AI familiarity

Windows troubleshooting

Mac support willingness

Tools

Microsoft 365

Windows OS

macOS

Remote support tools

Job description

Elsevier's TechSquad in the EUC group provides onsite, second-line tech support for colleagues across the business, handling hardware, software, imaging devices, and office moves. You will join a collaborative team that values knowledge sharing and is exploring automation and AI to improve the employee experience.

As a Technology Support Specialist, you will troubleshoot issues, manage incidents and service requests, support device lifecycles, and contribute to continuous improvement of the