Technical Support Specialist

JR United Kingdom; Reading; Hybrid; GBP 28,000; Full time

Job summary

A leading software corporation is seeking a Technical Support Analyst to provide first-line support. The role involves troubleshooting, incident resolution, and working closely with engineering teams. The position offers a salary up to £28,000, hybrid working, and excellent benefits, along with opportunities for career progression.

Benefits

Hybrid working

Career progression opportunities

Excellent benefits

Qualifications

• Experience in Service Desk / Software Support is essential.
• Proven experience in ITIL and basic IT security knowledge.

Responsibilities

• Monitor ticket queue to ensure resolution of incidents within SLA.
• Support project releases and code fixes following ITIL principles.
• Document processes and produce user guides.

Skills

Communication

ITIL

Basic Networking

Windows Troubleshooting

IT Security

Education

CompTIA A+

ITIL v3/v4 Foundation

Job description

A leading software corporation is hiring a Technical Support Analyst to join a team of first-line support professionals who will work closely with the second-line and DeVops / Engineering teams to provide software investigation and incident resolution.

To be successful, you must have experience in ITIL, Windows troubleshooting, basic networking (LAN/WAN,IPS, Internet, and basic IT Security (Firewalls, Anti-Virus, etc). Our client is offering a salary up to £28,000 + hybrid working + excellent benefits to join an established team with career progression opportunities.

• Responsible for monitoring of a ticket queue to ensure the resolution of incidents and service requests within SLA.
• Support for all project releases and code fixes following ITIL change and release principles.
• Working alongside Problem management function, identifying and mitigating trends.
• Documenting processes and producing user guides or other artefacts that support the change management function.
• Maintaining and enhancing practical and operational relationships with third party suppliers.
• Working with the testing team and business to scope and schedule testing activities

Core skill set:

• A strong communicator, with proven experience in Service Desk / Software Support is essential.
• CompTIA A+ or equivalent.
• ITIL v3/v4 Foundation or previous Service/Support Desk experience is essential
• Basic Windows troubleshooting skills is essential
• Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc) is essential
• Basic IT security knowledge (firewalls, anti-virus, etc) is essential
• Experience of technical authoring both internal (knowledge base) and customer-facing support documentation or articles.

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Created on 16/05/2025 by JR United Kingdom