Technical Support Specialist

JR United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in SaaS workforce management is seeking a Technical Support Specialist to join their growing team in Wembley. This exciting role offers a unique opportunity for graduates or those with desktop support experience to develop a career in Customer Support or Customer Success. You will be the first point of contact for customers, assisting them with software and hardware issues while working closely with a dynamic team. With a focus on problem-solving and excellent communication, this position promises growth and development in a thriving tech environment.

Benefits

22 Days Holiday

Birthday Off

Qualifications

• Graduate with some basic work experience or 1-2 years in desktop support.
• Strong interpersonal skills and comfortable in a team environment.

Responsibilities

• Respond to helpdesk requests and manage support tickets.
• Provide first-response technical support for hardware and software issues.

Skills

Customer Service

Problem-Solving

Communication Skills

Troubleshooting

Time Management

Education

Graduate Degree

1-2 Years Experience in Desktop Support

Tools

Helpdesk Software

Email Systems

Job description

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Technical Support Specialist, London (Wembley)

Client: PIE Recruitment

Location: London (Wembley), United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

4

Posted:

28.04.2025

Expiry Date:

12.06.2025

Job Description:

Graduate Technical Support Executive - HR Software

Progression potential to Customer Success

Route into the world of SaaS

22 days holiday + your birthday off

This role is suitable for a graduate with some basic work experience, or someone with no degree but 1-2 years experience in desktop support. You will work within a growing team to support customers with software and hardware issues as a 1st line agent.

The Company

A pioneer in SaaS workforce management and access control solutions, with over 30 years’ experience, helping thousands of organizations across EMEA operate more efficiently, save money, and ensure safety.

The Role

As part of the Technical Support Team, you will handle reactive and proactive customer activities, acting as the primary contact via phone and email for support queries. You should be comfortable working in a team and possess strong interpersonal skills. The successful candidate must be in the Wembley office 5 days a week.

Responsibilities

• Respond promptly to helpdesk requests, triage, and assign tickets.
• Manage the technical support mailbox, create and handle support tickets.
• Provide first-response technical support for hardware, software, and systems issues via email or phone, and log tickets.
• Assist in scheduling engineers for customer site visits.
• Handle basic administrative tasks such as booking hotels.
• Report recurring issues to tier-2 support and gather feedback for troubleshooting or FAQ creation.
• Prepare devices for shipment and coordinate collections from engineers.

The Person

• Interest in developing a career in Customer Support or Customer Success within a tech company, whether as a first role or a step up from a similar support position.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Good troubleshooting skills with software.
• Proficiency in various computer software.
• Ability to prioritize tasks and manage time effectively.
• Attention to detail.