Technical Support / Helpdesk Support Specialist

Snowrelic Inc; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Snowrelic Inc. seeks a Technical Support / Helpdesk Specialist to join our UK IT team on a hybrid basis. The role acts as the first point of contact for internal IT support, handling hardware, software, and network issues while delivering excellent service to staff.

You will troubleshoot, deploy workstations, manage AD/Office 365 accounts, and document solutions for knowledge-base sharing. Hybrid travel between Brighton and London is required.

Qualifications

• Experience in a technical support, helpdesk, or IT customer service role.
• Strong working knowledge of Windows and macOS operating systems and Microsoft 365.
• Exceptional communication, problem-solving, and interpersonal skills.
• Ability to commute reliably between Brighton and London according to the hybrid schedule.

Responsibilities

• Provide tier-1 and tier-2 technical support via ticketing system, phone, and in-person.
• Troubleshoot, diagnose, and resolve hardware, software, printer, and network connectivity issues.
• Set up, configure, and deploy workstations, laptops, mobile devices, and peripherals for new and existing employees.
• Manage user accounts, permissions, and access controls using Active Directory and Office 365.
• Document troubleshooting steps, solutions, and escalation procedures clearly within the knowledge base.
• Collaborate with senior IT teams to resolve complex, escalated technical issues.

Skills

Communication

Problem-solving

Customer service

Hybrid commuting

Tools

Windows

macOS

Office 365

Active Directory

Job description

Role: Technical Support / Helpdesk Support Specialist

Work Location & Hybrid Schedule

Location:

United Kingdom (Hybrid)

Office Split

3 days per week:

Brighton, UK office

2 days per week:

London, UK office

About The Role

We are seeking a dedicated and customer-focused Technical Support / Helpdesk Support Specialist to join our dynamic IT team on behalf of a confidential client. In this role, you will act as the first point of contact for IT support, troubleshooting hardware, software, and network issues while delivering exceptional service to internal stakeholders.

Key Responsibilities

• Provide tier-1 and tier-2 technical support via ticketing system, phone, and in-person.
• Troubleshoot, diagnose, and resolve hardware, software, printer, and network connectivity issues.
• Set up, configure, and deploy workstations, laptops, mobile devices, and peripherals for new and existing employees.
• Manage user accounts, permissions, and access controls using Active Directory and Office 365.
• Document troubleshooting steps, solutions, and escalation procedures clearly within the knowledge base.
• Collaborate with senior IT teams to resolve complex, escalated technical issues.

Key Requirements

• Proven experience in a technical support, helpdesk, or IT customer service role.
• Strong working knowledge of Windows and macOS operating systems, Microsoft Office 365 suite, and standard enterprise applications.
• Exceptional communication, problem-solving, and interpersonal skills.
• Ability to commute reliably between Brighton and London according to the hybrid schedule.