Technical Support Specialist

JAM Recruitment Ltd; The Image; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

25 days annual leave

Workplace pension

Private health insurance

Training and personal development

Modern serviced office in Hemel Hemp

Job summary

JAM Recruitment Ltd is seeking a Technical Support Specialist for a full-time, office-based role in Hemel Hempstead. You will be first point of contact for customers, assisting with configuring the platform, deploying systems and resolving technical issues across cloud portals and mobile apps.

The role involves troubleshooting 4G connectivity, guiding installation engineers, and supporting housing providers with access credentials, while collaborating with customers, installation partners and

Qualifications

• Essential: 1–3 years in a customer-facing support, technical support or service-desk role.
• Experience providing support by telephone and email for software, SaaS, hardware or other technical products.
• A methodical approach to investigating and troubleshooting issues.
• Excellent written and verbal communication skills; ability to explain technical information clearly to non-technical users.
• Strong organisational skills; ability to manage multiple open issues simultaneously.
• A curious mindset and ownership of assigned issues.

Responsibilities

• Act as the first point of contact for customers by telephone, email and support ticket.
• Diagnose and troubleshoot issues across cloud platform, mobile apps and connected devices.
• Help customers and installation engineers configure, commission and test systems.
• Track issues to resolution within agreed response times; escalate with clear handover when needed.
• Record actions and findings accurately within CRM, ERP and support systems.
• Support customer onboarding and technical training.
• Create and improve internal knowledge-base articles and customer-facing help content.
• Identify recurring issues and feed back to product and development teams.

Skills

Customer-facing support

SaaS/Software support

Troubleshooting

Written & verbal communication

Organisational skills

Ownership & curiosity

Helpdesk tools (Zendesk/Freshdesk/Jira

Job description

A Technical Support Specialist is required for a full-time, permanent position based in Hemel Hempstead, HP2. The office-based role operates Monday to Friday, 8:00am to 5:00pm, with a salary of £30,000 to £35,000 per annum, dependent on experience. The successful candidate will join a growing UK technology company specialising in smart door entry, cloud-based access control, and digital communication systems.

About The Company

They are a growing UK technology company specialising in smart door entry, cloud-based access control and digital communication systems. Their solutions are used by housing providers, local authorities, property managers and security contractors across the UK, enabling organisations to remotely manage building access, resident information and connected devices through a secure cloud platform. Their product range includes IPGUARD 4G/GSM wireless video door entry, EasyConnect cloud-managed access control, IPKEYSAFE remote key management, anti-clone MIFARE access control and IPNOTICEBOARD digital screens. IPGUARD is Secured by Design accredited and allows residents to receive visitor calls through smartphones and tablets without cabling to individual flats.

About The Role

The company are looking for a Technical Support Specialist to join their customer support team. You will be one of the first people their customers contact when they need help configuring the platform, deploying a new system or resolving a technical issue. In a typical day you might investigate an issue within their cloud portal or mobile app, help a customer configure their system, troubleshoot 4G connectivity with a connected device, guide an installation engineer through commissioning, or support a housing provider with managing residents and access credentials. You will work closely with customers, installation partners and product development team — building a detailed understanding of SaaS platforms, connected devices and IoT technology. Ultimately you will become someone our customers trust to take ownership of their issues and explain technical information clearly.

Key Responsibilities

• Acting as the first point of contact for customers by telephone, email and support ticket
• Diagnosing and troubleshooting issues across our cloud platform, mobile applications and connected devices
• Helping customers and installation engineers configure, commission and test systems
• Tracking issues to resolution within agreed response times and escalating where necessary with a clear technical handover
• Recording all actions and findings accurately within our CRM, ERP and support systems
• Supporting customer onboarding and technical training
• Creating and improving internal knowledge-base articles and customer-facing help content
• Identifying recurring issues and feeding back to our product and development teams

Candidate Requirements

• Essential
• 1–3 years of experience in a customer-facing support, technical support or service-desk role
• Experience providing support by telephone and email for software, SaaS, hardware or another technical product
• A methodical approach to investigating and troubleshooting issues
• Excellent written and verbal communication skills, including the ability to explain technical information clearly to non-technical users
• Strong organisational skills, attention to detail and the ability to manage multiple open issues simultaneously
• A curious mindset, a genuine interest in how products work and the confidence to take ownership of assigned issues
• Desirable
• Experience using help-desk or ticketing platforms such as Zendesk, Freshdesk, Odoo or Jira
• Exposure to IoT products, connected devices, mobile application support or 4G/network connectivity troubleshooting
• Experience within door entry, access control, CCTV, security systems or building technology
• Experience writing customer-facing instructions, knowledge-base articles or help content

Why Join Them?

• Work across the full product ecosystem — cloud software, mobile applications, connected devices and access control — rather than supporting just one part of a system
• Take meaningful ownership of customer issues from an early stage and work directly with the engineers and developers building the products
• Join a small, capable team in a growing UK technology company where your ideas and feedback make a genuine difference

Company Benefits

• 25 days annual leave plus bank holidays
• Workplace pension
• Private health insurance
• Regular product and technical training and personal development opportunities
• Modern equipment and a bright, well-equipped serviced office in Hemel Hempstead

The employer fully supports Equality in Employment. All employment is decided based on qualifications, merit and business need.