203 IT Support jobs in Sheffield
Technical Support Lead
Posted 2 days ago
Job Viewed
Job Description
Key Responsibilities:
- Lead and manage the technical support team to ensure efficient issue resolution.
- Set and monitor performance metrics and SLAs for the support function.
- Handle escalated customer technical issues and provide expert solutions.
- Analyze support tickets to identify trends and recommend product/process improvements.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Train and mentor junior support technicians.
- Ensure adherence to company policies and procedures for technical support.
- Collaborate with engineering and product development teams on bug fixes and enhancements.
- Manage the deployment and maintenance of support tools and software.
- Gather customer feedback to improve support services and product usability.
Contract Support
Posted 11 days ago
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Job Description
Job ID
Posted
09-Apr-2025
Role type
Full-time
Areas of Interest
Administrative, Engineering/Maintenance
Location(s)
Sheffield - England - United Kingdom of Great Britain and Northern Ireland
CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 100,000 employees and operate in 48 countries.
**Job Title: Contract Support**
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Contract Support to join our team.
**RESPONSIBILITIES**
-Providing support to the client and answer calls and emails in a professional and timely manner
-Determine the nature, priority of faults based on information provided by the client
-Liaise closely with site teams and head office, ensuring accurate processing of quotations and purchase orders
-Managing the supply chain and drive them to attend within required SLA's
-Driving the engineering team to attend to all callouts within required SLA's
-To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance to the contract scope and not outside of this
-Raise and assign work orders to relevant resources
-Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations
-Promote and maintain CBRE culture throughout teams
-Monitoring calls received from the customer through to call completion and updating records
-Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA's.
-Ensure QHSE documentation is maintained and readily available using company systems
-Manage system as a key user on site including PPM records, reactives and reporting
-Promote and maintain company culture throughout the team
-Maintain people records such as new starters, leavers, general staff changes, contact details, etc
-Effective communication with all levels of internal teams and external customers
-Familiar with daily operations and the specific scope of the contract
-Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager
**PERSON SPECIFICATION**
**Education**
-Good basic education to GCSE (or equivalent standard), which will include an English and Maths qualification.
-Education to A-Level/HNC standard would be beneficial
**Training**
-Very proficient in the use of Outlook, Word, Excel, Access and PowerPoint. Excel skills to include basic functions, v-lookups, etc.
-Experience of using Dynamics, Concept, Maximo.
**Experience**
-Experience of a similar customer facing role in a medium-sized business.
-Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.
CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)
Support Analyst
Posted 27 days ago
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Job Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
Why you will love this opportunity as a Support Analyst at Civica
As a Support Analyst you’ll play a vital role in delivering high quality product support to our Local Government customers across the UK. You’ll act as a trusted advisor and technical expert, helping councils and public sector teams maximise the value of our solutions. Every interaction will be guided by professionalism, empathy, and a deep understanding of the challenges faced by local authorities. This role demands a proactive mindset, strong analytical skills, and the ability to collaborate across teams to resolve issues and continuously improve service delivery.
You’ll be supporting systems that underpin essential public services from housing and revenues to workforce management so your work will have a direct impact on communities. Whether you're troubleshooting a technical issue or guiding a customer through a change request, you'll be helping local government teams operate more efficiently and effectively.
What you will do to be successful in this role
Responsibilities:
- Ensure all incidents, problems, service requests, and change requests are handled professionally, within SLA targets, and to the satisfaction of the customer
- Investigate reported faults using expertise in operating systems and databases
- Take full ownership of customer-reported issues, ensuring resolution and clear communication throughout
- Collaborate with Development and Product teams to resolve software faults and manage defects and change requests effectively
- Liaise with cross-functional teams to support issue resolution, enhance customer experience, and contribute to product improvement
- Build strong customer relationships and attend client sites when required to provide hands-on support
- Produce clear and concise documentation for issue resolution and user guidance, ensuring effective handover to colleagues and customers, on occasion supporting onsite
Requirements
- Proven track record in delivering exceptional customer service with a focus on responsiveness and resolution
- Confident communicator with the ability to inform, influence, and persuade stakeholders at all levels
- Proactive and analytical approach to decision-making, with a genuine passion for solving complex problems
- Practical experience in Council Tax and/or Non-Domestic Rates/Benefits administration within a local government setting
- Solid understanding of Council Tax and Non-Domestic Rates legislation and its practical application
- Good level of understanding of: XML, HTML, and Web Services
We Want You to Bring Your Whole Self to Work
There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a chat and see if you could be a great fit.
Why You'll Love Working with Us
As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.
We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:
Benefits
Time Off & Work-Life Balance
25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
Days of Difference – Up to 3 extra days off for volunteering.
Financial Well-being & Security
Pension Contributions – 5% employer match to support your future.
Income Protection – Up to 75% salary cover for long-term illness.
Life Assurance – 4x salary tax-free lump sum.
Critical Illness Cover – £25,000 lump sum (extendable to dependents).
Health & Perks
Private Medical Insurance – Fast access to private healthcare.
Health Cash Plan – Claim back physio, therapies & more.
Dental Insurance – Cover for routine & emergency care.
Affinity Groups – Join employee-led communities.
Bounty Bonus – Refer a friend & get rewarded.
At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.
We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.
If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.
Senior Technical Support Engineer
Posted 1 day ago
Job Viewed
Job Description
Key Responsibilities:
- Respond to and resolve escalated customer technical support issues via phone, email, and chat in a timely and professional manner.
- Diagnose, troubleshoot, and resolve hardware, software, and network problems for a diverse customer base.
- Provide in-depth technical guidance and support on product functionality, configuration, and best practices.
- Create and maintain comprehensive documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Identify trends in customer issues and provide feedback to product development and engineering teams for product improvement.
- Assist in the training and mentoring of junior support engineers.
- Manage and prioritize a queue of support tickets, ensuring all issues are addressed within defined service level agreements (SLAs).
- Collaborate with other departments, including engineering and sales, to ensure customer success.
- Participate in on-call rotation to provide 24/7 support coverage as needed.
- Proactively identify opportunities to improve customer self-service resources.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 5 years of experience in technical support or a similar customer-facing technical role.
- Expertise in troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications.
- Strong understanding of hardware components and their interdependencies.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Ability to work independently, manage time effectively, and thrive in a fast-paced remote environment.
- Familiarity with scripting languages (e.g., PowerShell, Python) is a plus.
- Customer-focused attitude with a passion for delivering outstanding support.
Apprentice Technical Support Specialist
Posted 1 day ago
Job Viewed
Job Description
Responsibilities:
- Provide first-line technical support to end-users via phone, email, and chat.
- Troubleshoot and resolve hardware, software, and network-related issues.
- Install, configure, and update software and hardware components.
- Document support tickets, resolutions, and user guidance accurately.
- Escalate complex technical problems to senior support staff when required.
- Assist users with basic IT queries and guide them through troubleshooting steps.
- Learn and apply IT best practices for system maintenance and security.
- Participate in ongoing training and development programs to build technical expertise.
- Contribute to knowledge base articles and FAQs for common issues.
- Enthusiasm for technology and a desire to learn IT support skills.
- Strong communication and interpersonal abilities.
- Good problem-solving and analytical thinking skills.
- Ability to work independently and manage time effectively in a remote setting.
- Basic understanding of computer systems, operating systems (Windows/macOS), and networking concepts is a plus.
- Willingness to undertake formal apprenticeship training and study.
Senior Technical Support Engineer
Posted 2 days ago
Job Viewed
Job Description
- Provide advanced technical support to customers via phone, email, and chat.
- Troubleshoot and resolve complex software and system issues, acting as an escalation point.
- Analyse customer issues, identify root causes, and implement effective solutions.
- Document technical solutions and create comprehensive knowledge base articles.
- Collaborate with product development and engineering teams to report bugs and suggest product improvements.
- Assist in the training and mentoring of junior support staff.
- Manage and prioritise a queue of technical support tickets.
- Contribute to the development and refinement of support processes and procedures.
- Ensure high levels of customer satisfaction through timely and effective problem resolution.
- Maintain up-to-date knowledge of the company's products and services.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support or a related role, preferably in a SaaS environment.
- Proven experience troubleshooting complex software applications and systems.
- Strong understanding of operating systems (Windows, Linux), networking protocols, and databases (SQL).
- Excellent analytical, problem-solving, and diagnostic skills.
- Exceptional written and verbal communication skills.
- Ability to explain technical concepts to both technical and non-technical audiences.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Self-motivated with the ability to work independently in a remote setting.
Senior Technical Support Specialist
Posted 6 days ago
Job Viewed
Job Description
The successful candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with a significant portion in a senior or escalation role, is required. Demonstrated expertise in troubleshooting operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common business applications is essential. Experience with remote support tools and IT service management (ITSM) software is highly desirable. Strong analytical and problem-solving skills, coupled with excellent communication and interpersonal abilities, are critical for effectively interacting with clients and internal teams. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus. You must be capable of managing multiple priorities in a fast-paced environment and contributing to team success in both on-site and remote capacities.
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Senior Technical Support Engineer
Posted 6 days ago
Job Viewed
Job Description
Responsibilities:
- Provide advanced technical support for enterprise software products.
- Diagnose, troubleshoot, and resolve complex customer issues remotely.
- Manage and prioritize a queue of escalated support tickets.
- Document technical solutions and create knowledge base articles.
- Collaborate with engineering teams to identify and resolve product defects.
- Contribute to product improvement by providing customer feedback.
- Mentor and provide guidance to junior technical support staff.
- Develop and deliver remote technical training sessions.
- Ensure high levels of customer satisfaction through effective problem-solving.
- Maintain accurate records of customer interactions and issue resolution.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support, preferably for SaaS products.
- In-depth knowledge of operating systems (Windows Server, Linux).
- Strong understanding of networking protocols and concepts.
- Experience with SQL and database troubleshooting.
- Excellent analytical and problem-solving skills.
- Superior written and verbal communication skills.
- Ability to explain technical concepts to non-technical users.
- Proven ability to work independently and manage time effectively in a remote environment.
- Experience with CRM and ticketing systems.
Lead Technical Support Engineer
Posted 6 days ago
Job Viewed
Job Description
As the Lead Technical Support Engineer, your responsibilities will include managing daily helpdesk operations, prioritising and assigning incoming support requests, and ensuring adherence to service level agreements (SLAs). You will act as an escalation point for complex technical issues, providing expert guidance and troubleshooting support to your team. A key aspect of this role involves developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower both customers and support staff. You will also be responsible for monitoring support metrics, analysing trends, and identifying areas for process optimisation and team development. This role requires collaborating with engineering and product development teams to relay customer feedback and identify potential product enhancements or bug fixes. You will also play a crucial role in training new support team members and conducting ongoing training sessions to keep the team updated on new products and procedures. This is a remote-first position, demanding excellent communication skills and the ability to foster a strong team dynamic without direct physical proximity. You will leverage various communication and collaboration tools to effectively manage your team and liaise with other departments. We are looking for a proactive leader who is passionate about customer success and dedicated to building a world-class remote support function.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or helpdesk environments.
- Proven experience in a lead or supervisory role, managing a technical support team.
- In-depth knowledge of hardware, software, networking, and operating systems (Windows, macOS, Linux).
- Strong troubleshooting and problem-solving skills.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent customer service and interpersonal skills, with the ability to remain calm and professional under pressure.
- Strong written and verbal communication skills.
- Ability to effectively manage and motivate a remote team.
- Experience in developing knowledge base content and training materials.
Senior Technical Support Engineer
Posted 6 days ago
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