Technical Support Specialist

nineDots.io; Birmingham; Hybrid; GBP 36,000 - 44,000; Full time

Job summary

A leading global insurer in Birmingham is seeking a Technical Support Specialist to provide crucial support within their IT & Operations team. You will manage support tickets, onboard new users, and resolve technical issues. The ideal candidate has experience in technical support and is proactive in improving processes. This full-time role offers a hybrid work model, where you'll work 2-3 days a week in the office.

Qualifications

• Previous experience in a technical support or IT helpdesk role.
• Familiarity with ticket management systems.
• Excellent communication skills and a customer-first mindset.

Responsibilities

• Act as the first line of support for all technical queries.
• Onboard new users to internal systems.
• Troubleshoot and resolve user issues efficiently.

Skills

Technical support

Customer service

Problem-solving

Documentation maintenance

Tools

Wrike

Confluence

JIRA

Job description

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This range is provided by nineDots.io. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Technical Support – Birmingham (Hybrid, £40,000)

The Role

We’re working with a leading global insurer looking to hire a Technical Support Specialist for their IT & Operations team in Birmingham.

This role sits at the heart of their internal support function, helping onboard new users, resolving day-to-day issues, and keeping systems running smoothly. You’ll manage support tickets, maintain documentation, and make sure users get a fast, reliable service every time.

If you’re the kind of person who enjoys solving problems, improving processes, and delivering great service, this is an opportunity to do all three within a business that’s serious about technology and people.

What You’ll Be Doing

• Act as the first line of support for all technical queries, managing and triaging tickets via Wrike
• Onboard new users to internal systems and provide ongoing support to existing users
• Troubleshoot and resolve user issues efficiently, escalating to 2nd line where necessary
• Maintain internal documentation and knowledge bases using Confluence
• Keep users informed on ticket progress and resolution updates
• Identify opportunities to improve support processes and overall user experience

What You’ll Bring

• Previous experience in a technical support or IT helpdesk role
• Familiarity with ticket management systems (Wrike experience is ideal)
• Ability to create and maintain documentation in Confluence or similar
• Excellent communication skills and a customer-first mindset
• A proactive approach to continuous improvement and problem-solving

Nice to have

• Experience in a customer-facing role
• Exposure to Agile ways of working or tools like JIRA
• Understanding of user-centric design principles

Why This Role?

You’ll be part of a collaborative team within a global insurer that’s investing heavily in its technology and operations.

You’ll have space to learn, contribute, and grow while working on meaningful support challenges that make a difference to the business.

🏠 Hybrid: 2–3 days per week in the Birmingham office

Seniority Level

Associate

Employment Type

Full-time

Job Function

Information Technology

Industries

Insurance and Financial Services

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