Technical Support Engineer – SaaS & IoT (On-site Hemel)

JAM Recruitment Ltd; The Image; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

25 days annual leave

Workplace pension

Private health insurance

Training and personal development

Modern serviced office in Hemel Hemp

Job summary

JAM Recruitment Ltd is seeking a Technical Support Specialist for a full-time, office-based role in Hemel Hempstead. You will be first point of contact for customers, assisting with configuring the platform, deploying systems and resolving technical issues across cloud portals and mobile apps.

The role involves troubleshooting 4G connectivity, guiding installation engineers, and supporting housing providers with access credentials, while collaborating with customers, installation partners and

Qualifications

• Essential: 1–3 years in a customer-facing support, technical support or service-desk role.
• Experience providing support by telephone and email for software, SaaS, hardware or other technical products.
• A methodical approach to investigating and troubleshooting issues.
• Excellent written and verbal communication skills; ability to explain technical information clearly to non-technical users.
• Strong organisational skills; ability to manage multiple open issues simultaneously.
• A curious mindset and ownership of assigned issues.

Responsibilities

• Act as the first point of contact for customers by telephone, email and support ticket.
• Diagnose and troubleshoot issues across cloud platform, mobile apps and connected devices.
• Help customers and installation engineers configure, commission and test systems.
• Track issues to resolution within agreed response times; escalate with clear handover when needed.
• Record actions and findings accurately within CRM, ERP and support systems.
• Support customer onboarding and technical training.
• Create and improve internal knowledge-base articles and customer-facing help content.
• Identify recurring issues and feed back to product and development teams.

Skills

Customer-facing support

SaaS/Software support

Troubleshooting

Written & verbal communication

Organisational skills

Ownership & curiosity

Helpdesk tools (Zendesk/Freshdesk/Jira

Job description

JAM Recruitment Ltd is seeking a Technical Support Specialist for a full-time, office-based role in Hemel Hempstead. You will be first point of contact for customers, assisting with configuring the platform, deploying systems and resolving technical issues across cloud portals and mobile apps.

The role involves troubleshooting 4G connectivity, guiding installation engineers, and supporting housing providers with access credentials, while collaborating with customers, installation partners and