What Jobs are available for IT Support Specialists in Worcestershire?

At Saint-Gobain Ecophon, we are looking for a Technical Support Advisor to join our technical team. This role will be responsible for delivering on-site support to our customers ranging from offering technical advice, to delivering on-site training sessions.

Saint-Gobain Ecophon develops, manufactures and markets acoustic products and systems that contribute to a good working environment by enhancing people’s well-being and performance.

This is a national, field-based role with extensive travel required due to where clients are located – this role would suit someone with great transport links living centrally in the UK. As such, a full UK driving license will be required.

What you will be doing:

• Providing advice, guidance and training for Ecophon products across stakeholders
• Spending time on-site with clients, ceiling contractors and tier 1 main contractors across the UK & Ireland
• Ensuring our systems are correctly installed to the level of quality required to ensure they reach their design performance
• Using our technologies – including showpad to support the management of technical information and literature
• Supporting the development of our digital services across VR, BIM and LightYX

What we’re looking for:

• Strong technical understanding of acoustic solutions, or building materials
• Proven experience in a customer-facing role, ideally within construction or manufacturing
• Ability to interpret technical drawings/specifications and communicate solutions clearly
• Be adaptable, flexible and able to self-motivate
• A willingness to frequently travel across the UK & Ireland

Are Ecophon and Saint-Gobain inclusive employers?

Saint-Gobain is the worldwide leader in light and sustainable construction, improving daily life through high-performance solutions. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world.

We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision-making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.

And what about flexibility?

The world of work is changing. At Saint-Gobain, we’re always open to new ways of working. Everyone has different needs and commitments. We’ll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can’t promise to meet every request when we’re recruiting, but we do promise to listen.

If you match our criteria, we will be in touch to discuss your experience and more about you as a person. We look forward to hearing from you!

• Provide Tier 2 and Tier 3 technical support via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network issues for customers.
• Document support interactions, resolutions, and knowledge base articles.
• Escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
• Assist customers with product installations, configurations, and troubleshooting.
• Provide training and guidance to customers on product usage and best practices.
• Identify recurring technical issues and provide feedback to product development teams for improvement.
• Maintain up-to-date knowledge of company products and services.
• Contribute to a positive and collaborative team environment.
• Manage customer expectations and ensure high levels of customer satisfaction.

• Proven experience in a technical support role, with a strong understanding of IT systems.
• Proficiency in troubleshooting operating systems (Windows, macOS, Linux), hardware, and software applications.
• Experience with network protocols and troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently, manage time effectively, and prioritise tasks in a remote setting.
• Customer-focused mindset with a passion for providing excellent service.
• Relevant IT certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

• Provide first-line technical support to end-users via phone, email, and remote desktop sessions.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Respond to and manage support tickets within agreed service level agreements (SLAs).
• Escalate unresolved issues to appropriate IT support teams or vendors.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Document technical solutions and create user guides for common issues.
• Assist with user account management and access control.
• Perform regular system checks and maintenance tasks.
• Contribute to the development and maintenance of the IT knowledge base.

• Proven experience in an IT support or helpdesk role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite and other common business applications.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with IT support ticketing systems (e.g., Zendesk, Jira Service Desk).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to manage time effectively and prioritize tasks.
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified) are a plus.

• Lead and manage a team of technical support specialists.
• Oversee daily helpdesk operations, ensuring timely and effective issue resolution.
• Manage and prioritise incoming support tickets and requests.
• Develop and implement efficient technical support processes and workflows.
• Provide Tier 2/3 technical support for complex hardware and software issues.
• Monitor and report on key performance indicators (KPIs) such as response times and resolution rates.
• Mentor and train support staff, fostering a culture of continuous learning and improvement.
• Manage vendor relationships for third-party support and issue escalation.
• Contribute to the creation and maintenance of a comprehensive knowledge base.
• Ensure customer satisfaction through proactive communication and effective problem-solving.

• HND/HNC in IT, Computer Science, or a related technical field, or equivalent experience.
• Minimum of 3 years of experience in a technical support or helpdesk role, with at least 1 year in a lead or supervisory capacity.
• Strong understanding of IT infrastructure, operating systems (Windows, macOS), and common business applications.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience with IT ticketing systems (e.g., Jira Service Management, Zendesk).
• Excellent leadership, communication, and customer service skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Familiarity with ITIL best practices is a plus.
• Ability to work effectively in a hybrid environment.

• Provide first-line technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware, software, and network-related issues.
• Troubleshoot and guide users through technical problems effectively.
• Escalate unresolved issues to appropriate internal teams.
• Document all support requests, troubleshooting steps, and resolutions in a timely manner.
• Contribute to the creation and maintenance of the company's knowledge base.
• Identify trends in support requests and provide feedback to improve products and services.
• Assist with user account management and system configurations.
• Maintain a high level of customer satisfaction through professional and efficient support.
• Stay updated on company products and services to provide accurate information.

• Proven experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software suites.
• Excellent troubleshooting and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are desirable.
• A proactive attitude towards learning and skill development.