209 IT Specialists jobs in Portsmouth

• Lead, mentor, and manage a team of technical support specialists, fostering a collaborative and high-performing environment.
• Oversee the daily operations of the IT helpdesk, ensuring service level agreements (SLAs) are met and exceeded.
• Develop and implement efficient troubleshooting procedures and knowledge base articles to empower both the support team and end-users.
• Act as a point of escalation for complex technical issues, providing advanced troubleshooting and resolution.
• Monitor support ticket queues, analyze trends, and identify recurring problems for root cause analysis and long-term solutions.
• Manage IT asset inventory and procurement processes for hardware and software.
• Collaborate with other IT departments to ensure seamless integration and support of various systems and applications.
• Conduct performance reviews and provide regular feedback and training to support staff.
• Contribute to the development and refinement of IT policies and procedures.
• Maintain up-to-date documentation of IT systems, configurations, and support processes.
• Ensure compliance with IT security policies and best practices.

• Proven experience in a technical support or IT helpdesk role, with at least 3 years in a leadership or supervisory capacity.
• In-depth knowledge of operating systems (Windows, macOS), common business applications (Microsoft Office Suite, G Suite), and network troubleshooting.
• Experience with IT support ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Strong understanding of hardware, software, and network infrastructure.
• Excellent diagnostic and problem-solving abilities.
• Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrated leadership skills, including team management, motivation, and performance development.
• Certifications such as CompTIA A+, Network+, ITIL Foundation are highly desirable.
• Ability to work effectively under pressure and manage multiple priorities.

• Provide first-line technical support to customers via email, chat, and phone.
• Diagnose and troubleshoot software and hardware issues.
• Guide customers through step-by-step solutions.
• Log, track, and manage customer support tickets.
• Escalate complex issues to appropriate teams when necessary.
• Create and update support documentation, articles, and FAQs.
• Identify trends in customer issues and suggest product or process improvements.
• Maintain a high level of customer satisfaction.
• Ensure timely and professional resolution of all customer inquiries.
• Collaborate with internal teams to resolve customer problems.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS, Linux).
• Familiarity with common software applications and network concepts.
• Excellent problem-solving and diagnostic skills.
• Outstanding communication and interpersonal abilities.
• Ability to explain technical information clearly to non-technical users.
• Proficiency with ticketing systems and remote support tools.
• Customer-centric mindset with a passion for service excellence.
• Ability to work effectively in a fully remote environment.

• Provide first and second-line technical support to clients via phone, email, and ticketing systems.
• Diagnose and resolve hardware, software, and network-related issues efficiently.
• Install, configure, and maintain IT systems, including desktops, laptops, and servers.
• Manage user accounts, permissions, and access control.
• Troubleshoot and resolve issues related to operating systems, applications, and peripherals.
• Escalate complex technical problems to senior engineers or relevant teams.
• Document all support activities, solutions, and troubleshooting steps in the knowledge base.
• Assist in the implementation of new IT solutions and infrastructure upgrades.
• Conduct regular system checks and maintenance to prevent potential issues.
• Educate end-users on basic IT best practices and system usage.

• Proven experience in an IT support or helpdesk role.
• Strong understanding of Windows and/or macOS operating systems.
• Experience with common business applications (e.g., Microsoft Office Suite, G Suite).
• Familiarity with networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.
• Excellent problem-solving and analytical skills.
• Outstanding communication and customer service skills.
• Ability to work effectively both independently and as part of a team.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Experience with cloud platforms (e.g., Azure, AWS) is a plus.
• Adaptability and a willingness to learn new technologies.

• Lead, mentor, and manage a team of technical support engineers, fostering a high-performance culture.
• Oversee the day-to-day operations of the support desk, ensuring all customer inquiries and issues are resolved promptly and effectively.
• Develop and implement support processes and workflows to optimize efficiency and customer satisfaction.
• Act as an escalation point for complex technical issues, providing in-depth troubleshooting and resolution.
• Monitor key performance indicators (KPIs) for the support team, such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
• Collaborate with product development and engineering teams to identify and resolve product bugs and implement feature enhancements based on customer feedback.
• Create and maintain comprehensive knowledge base articles, troubleshooting guides, and FAQs for both internal use and customer self-service.
• Train and onboard new support team members, ensuring they have the necessary skills and knowledge to succeed.
• Contribute to the development and delivery of customer training materials and sessions.
• Analyze support trends and provide insights to management to identify areas for service improvement and product development.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support role, with at least 2 years in a team lead or supervisory position.
• Proven expertise in troubleshooting software applications, operating systems, and hardware issues.
• Strong understanding of ITIL best practices for incident, problem, and change management.
• Excellent communication, interpersonal, and customer service skills.
• Proficiency with CRM and helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to manage multiple priorities and work effectively under pressure.
• Experience with scripting or basic programming (e.g., SQL, Python) is a plus.
• Demonstrated ability to lead and motivate a team.
• A proactive and results-oriented approach to problem-solving.

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate technical solutions.
• Diagnose and resolve hardware, software, and network-related issues for a variety of products and services.
• Guide users through step-by-step solutions, demonstrating patience and empathy.
• Escalate unresolved issues to higher-level support teams, providing detailed documentation.
• Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system.
• Contribute to the development of knowledge base articles and FAQs to empower users and internal teams.
• Identify recurring technical issues and provide feedback to product development teams for improvement.
• Ensure all customer interactions meet the company's standards for quality and professionalism.
• Stay up-to-date with product updates, new features, and industry trends to provide the most effective support.

• Proven experience in a technical support or customer service role.
• Strong understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP) is a plus.
• Excellent active listening and verbal communication skills.
• Ability to explain technical information clearly and concisely to non-technical users.
• Strong problem-solving abilities and attention to detail.
• Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Adept at managing multiple customer requests simultaneously.
• Ability to work independently and as part of a team.
• Previous experience in the (Industry specific to the client, e.g., SaaS, E-commerce) sector is highly desirable.

• Investigate, diagnose, and resolve complex technical issues reported by clients.
• Provide expert technical guidance and solutions for software applications.
• Collaborate with engineering and product management teams to troubleshoot and report bugs.
• Develop and maintain technical documentation, including knowledge base articles and troubleshooting guides.
• Conduct remote training sessions for clients on product usage and best practices.
• Analyze system performance and identify potential areas for improvement.
• Manage and prioritize a queue of support tickets, ensuring timely resolution and client communication.
• Assist in the implementation and deployment of new software features for clients.
• Contribute to continuous improvement of support processes and tools.
• Build strong relationships with clients, understanding their technical needs and challenges.

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• 3+ years of experience in a technical support or engineering role, preferably supporting SaaS products.
• Strong understanding of operating systems (Windows, Linux), networking concepts, and databases.
• Proficiency in scripting languages (e.g., Python, Shell) is highly desirable.
• Excellent analytical and problem-solving abilities with a keen attention to detail.
• Superb communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.
• Ability to work independently and manage time effectively.
• Demonstrated customer advocacy and a commitment to client success.
• This role is based in Southampton , but offers a significant remote working component, allowing for flexibility.

Technical Support Representative - Digital Products & Networking

At Vicon we are building the security and monitoring solutions of the future through inventive product design and innovative engineering. With a long and rich history serving key security and monitoring needs of some of the most important institutions in EMEA, our exactness and ability to execute are pivotal to our core organisational mission. Vicon's development efforts focus on today’s leading-edge security technologies including digital recording, data storage, IP video solutions, analytics. cameras, monitors, mounting accessories, remote positioning devices and fiber optic equipment. The company's products are used in a variety of surveillance, security, safety, and control applications including correctional facilities, schools, traffic control, hospitals, retailing, multiple commercial and industrial installations, etc. For more information regarding Vicon, visit us at:

We are looking for a talented and technically skilled “people person” who enjoys working with clients and is proud of his/her ability to provide superior customer service. Your base of operations will be at our UK office located in Hedge End, Southampton.

JOB SUMMARY:

Some of your duties will include:

• Provide both pre and post-sale Tier1-2 level support to include the installation, troubleshooting, servicing, and project management of Vicon video management systems on-site, via telephone and/or remote connection.
• Providing telephone, email and on-site factory technical support and representation.
• Conducting training sessions and workshops and assisting with product seminar and trade show set-up, teardown, and representation.
• Performing site surveys and determining conceptual requirements of system designs and implementing with the support of Project Engineering, Technical Support and Inside Sales groups.
• Responsible for the implementation of Beta programs including the installation, weekly evaluations, and preparation of technical status reports. Creation of Technical FAQ’s and Knowledge Bases.
• Test and replicate hardware and software networking and application issues.

JOB REQUIREMENTS:

General skills-

• Interest in both PC (hardware/software) and Network Technology
• Excellent written and verbal communications skills, as well as presentation skills
• Enjoys working with people over the phone and provides thorough follow-up to ensure problem resolution and customer satisfaction.
• Great problem-solving abilities
• Outstanding organisational skills
• Superior customer service orientation
• Strong attention to detail
• Ability to work independently with minimal supervision
• Ability to travel up to 15% of the time