Technical Support Operator

Control Group; United Kingdom; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Control Group is seeking an experienced IT support professional to manage Tier 1 and Tier 2 remote support calls and front-line client expectations. The role involves diagnosing issues, guiding customers remotely, and coordinating with field engineers for on-site attendance when required.

The candidate will work with Help Desk, Operations, Procurement, Administration and Sales teams to ensure timely resolution and high levels of customer service.

Responsibilities

• Maintain a high degree of customer service for all support queries and adhere to good service management principles.
• Take ownership of user problems and proactively manage issues through to resolution.
• Provide Tier 1 and Tier 2 remote technical support, diagnosing faults and providing appropriate technical solutions.
• Troubleshoot system, hardware, software and connectivity issues and determine when escalation or engineer attendance is required.
• Log all calls on the support desk software and manage the ticket system effectively, ensuring accurate and timely updates are recorded.
• Keep customers informed of progress and effectively manage expectations around resolution timescales.
• Liaise with field engineers to provide technical support, arrange site attendance and ensure faults are progressed efficiently.
• Liaise with Installation, Maintenance and Warranty teams where technical issues relate to ongoing works or customer systems.
• Deal with administrative activities professionally and in a timely manner.
• Liaise with Procurement where replacement parts, equipment or materials are required to resolve technical issues.
• Work closely with the Help Desk Manager and wider operational teams to identify recurring issues and support continuous improvement.
• Ensure all technical support activity is documented accurately and in accordance with company procedures.

Job description

The role has a position of responsibility which requires someone who has the ability to effectively manage client expectations, take ownership of Tier 1 and Tier 2 remote support calls, and manage support cases and faults to ensure the effectiveness and reliability of client systems. The role will involve diagnosing technical issues, providing remote support and guidance, and coordinating with field engineers where on-site attendance is required.

The successful candidate will be expected to provide a high level of customer service while working closely with the Help Desk Manager, Operations, Procurement, Administration and Sales teams to ensure technical issues are resolved efficiently and within agreed timescales.

Job Description

Whilst the exact responsibilities will vary, the main duties of the role can be summarized as follows:

• Maintain a high degree of customer service for all support queries and adhere to good service management principles.
• Take ownership of user problems and proactively manage issues through to resolution.
• Provide Tier 1 and Tier 2 remote technical support, diagnosing faults and providing appropriate technical solutions.
• Troubleshoot system, hardware, software and connectivity issues and determine when escalation or engineer attendance is required.
• Log all calls on the support desk software and manage the ticket system effectively, ensuring accurate and timely updates are recorded.
• Keep customers informed of progress and effectively manage expectations around resolution timescales.
• Liaise with field engineers to provide technical support, arrange site attendance and ensure faults are progressed efficiently.
• Liaise with Installation, Maintenance and Warranty teams where technical issues relate to ongoing works or customer systems.
• Deal with administrative activities professionally and in a timely manner.
• Liaise with Procurement where replacement parts, equipment or materials are required to resolve technical issues.
• Work closely with the Help Desk Manager and wider operational teams to identify recurring issues and support continuous improvement.
• Ensure all technical support activity is documented accurately and in accordance with company procedures.