Technical Support Officer

Capita plc; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading service provider in the UK is seeking a Technical Support Officer to provide high-quality technical support from home. Responsibilities include managing customer inquiries, generating reports, and ensuring compliance with service agreements. Ideal candidates will have strong SQL scripting skills and experience in customer-facing support roles. This position offers 23 days of annual leave with options to buy more, and a range of employee benefits including a company-matched pension plan.

Benefits

Homebased working

23 days annual leave

Paid volunteering day

Employee Network Groups

Company matched pension

Cycle2work scheme

Paid maternity and parental leave

Qualifications

• Hands-on experience working with SQL scripting.
• Strong knowledge of MS Office work packages.
• Understanding of ITIL service management.
• Proven experience in customer-facing 2nd line support.

Responsibilities

• Provide day-to-day technical support ensuring high-quality service.
• Attend sites/remote fix to achieve SLA.
• Generate and prepare internal and external customer reports.
• Maintain and build technical relationships with partners.
• Manage outstanding calls to closure using available service tools.

Skills

SQL scripting

MS Office (Word, Excel, Outlook)

ITIL service management

Customer facing 2nd line support

Excellent communication skills

Ability to manage personal workloads

Teamwork

High-pressure environment experience

Job description

Join Capita as a Technical Support Officer and play a key role on one of our largest delivery contracts, based in Belfast. This homebased role is hands‑on, you'll provide day‑to‑day technical support to ensure exceptional service quality.

What we are looking for:

• Hands on experience working with SQL scripting
• Strong knowledge of MS Office work packages, i.e. Word, Excel, Outlook
• Understanding of ITIL service management
• Experience of managing personal workloads
• Experience of working as part of a team
• Excellent knowledge of coordinating Strategic 3rd Parties
• Proven experience in customer facing 2nd line support
• Excellent communication skills, both written and verbal, including proposal and business writing skills
• Experience in working in a high‑pressure environment and meeting tight deadlines

It's the perfect opportunity for a proactive self‑starter with a passion for IT and the ambition to grow their career in a fast‑paced, supportive environment.

What you will be doing:

• Provide day‑to‑day technical support ensuring a high‑quality service
• Attend sites/remote fix to achieve SLA
• Meet deliverables set by Service Delivery Manager & Project Managers on assigned activities
• Generate and prepare internal and external customer reports and proposals
• Maintain and build technical relationships with Strategic Support Partners
• Manage outstanding calls to closure using available service toolsManage internal databases and procedures relevant to MIS & Curriculum Processes to ensure compliance
• Provide support to business functions when directed to by Strategic Service Delivery Managers
• Manage Support Partner related calls and queries
• Contribute to regular MIS Upgrades within agreed timescales
• Perform and audit MIS Patch Management

What's in it for you?

• Homebased working
• 23 days annual leave (rising to 27 days with time) with opportunity to buy more leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
• Company matched pension, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave and plenty more.

Don't forget, you're part of a network of thousands of experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you'll do next:

Looking to discover more? In line with our values for openness and transparency, if you are happy to do so, please let your line manager know, this isn't a mandatory requirement.

Choose 'Apply now' to fill out our short application and send us your CV.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email [e-mail] and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.