Technical Support

Dynamite Recruitment Solutions Ltd; Southampton; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

A leading company in Southampton is seeking a Technical Support Advisor to join their team. The successful candidate will troubleshoot complex issues, provide excellent customer support, and collaborate with third-party suppliers. This hybrid role offers full-time hours with attractive benefits and a supportive work environment.

Qualifications

• At least 2 years in a technical helpdesk support role.
• Good understanding of payment systems and processes preferred.
• Basic networking knowledge required.

Responsibilities

• Troubleshooting and resolving complex issues.
• Liaising and investigating customer issues.
• Documenting work using internal systems.

Skills

Self-motivated

Team player

Time management

Customer service skills

Problem analysis

Effective communication

Education

NVQ1/GCSEs or equivalent

Tools

SQL

Windows OS

Job description

Technical Support

Salary: £27,000 plus fantastic benefits!

Location: Southampton - Hybrid working

Hours of work: Shifts are 4 days on/4 days off, covering Monday to Sunday. The shift patterns are 7AM until 7PM or 9AM until 9PM. This is full-time hours.

Dynamite recruitment is currently working in partnership with a well-established business based in Southampton. As a Technical Support Advisor, you will be responsible for reporting on in-depth investigations carried out.

Your key duties would include:

1. Troubleshooting and resolving complex issues and escalations - 2nd level support
2. Liaising online and via the web portal, assessing (triaging), and investigating issues to assist with resolution
3. Acting as a first point of contact for customer calls
4. Using internal systems to log and update calls
5. Supporting software-related issues
6. Providing regular updates to relevant parties, both internally and to customers
7. Acting as an escalation point to resolve and troubleshoot complex issues
8. Performing detailed investigation, analysis, and resolution of issues for global customers as per Incident Management procedures
9. Participating in functional and technical training
10. Documenting all work using internal systems
11. Collaborating with third-party suppliers
12. Participating in monthly client meetings and reviews
13. Providing support to customers from start to finish
14. Taking ownership of tasks to see them through to completion and exceeding expectations when possible
15. Supporting the rollout of new software/hardware releases

Qualifications and skills:

1. At least 2 years in a technical helpdesk support role
2. Self-motivated and a team player
3. Ability to manage and prioritize workload to meet SLAs and customer satisfaction
4. Good time management and ability to work under pressure
5. NVQ1/GCSEs or equivalent in key competencies
6. Excellent customer service skills
7. Technical skills in SQL and database management (preferred)
8. Good understanding of payment systems and processes (preferred)
9. Working knowledge of Windows OS from Windows 7 onwards
10. Basic networking knowledge
11. Understanding of IT systems
12. Problem analysis and solving skills
13. Effective communication skills across all user levels
14. Desire to achieve and high-level Windows OS knowledge

To be considered, please submit your CV as soon as possible.

INDL