35 Office Equipment jobs in Bradford

• Provide first-line technical support and troubleshooting assistance to customers via phone, email, and chat.
• Diagnose and resolve hardware, software, and network-related issues promptly and effectively.
• Escalate complex technical problems to higher-level support teams when necessary, ensuring proper documentation.
• Guide users through step-by-step solutions and provide clear, concise instructions.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Create and update knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring technical issues and provide feedback to product development teams for system improvements.
• Proactively monitor system performance and identify potential problems.
• Ensure customer satisfaction by delivering timely and effective support.
• Participate in training sessions to stay updated on product knowledge and support procedures.
• Adhere to company policies and procedures for customer support.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with networking concepts (TCP/IP, DNS, VPN).
• Excellent communication, interpersonal, and active listening skills.
• Ability to explain technical concepts to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using remote desktop support tools.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Ability to work independently and manage time effectively in a remote environment.
• Relevant certifications (e.g., CompTIA A+, ITIL) are advantageous.

Location:

Head Office Elland - Halifax

Schedule:

Monday to Friday, 8.30am - 5pm

No Weekends

Purpose of the role:

Provide technical support for Terberg DTS engineers and service support employees.

To ensure that acceptable levels of customer satisfaction are achieved by engineering technicians deployed by Terberg to customers sites are trained to the highest standard.

To provide effective customer service.

AIM OF THE ROLE

Working as part of a support team and with a passion for providing and promoting outstanding customer service at all times, the Support Specialist will act as the first escalation point for wider support teams. The role involves anything from providing general advice to colleagues through to delivering in-depth technical assistance to customers.

KEY RESPONSIBILITIES AND TASKS

Duties will include, but are not restricted to, the following:

• Providing day-to-day support to the end-user base.
• Managing customer queries and providing advice, ranging from general queries to more specific technical questions.
• Troubleshooting support issues using knowledge bases and other resources.
• Ensuring resolution of any open tickets is managed in a timely and efficient manner.
• Information gathering, qualification and prioritisation of new service requests.
• Providing advanced technical support for backup and recovery systems, including hardware, software, and network-related issues.
• Accurately logging relevant information onto the IT service management (ITSM) system, including actions taken and next steps.
• Proactive allocation and checking of customer backups, ensuring tickets are raised for issues as needed.
• Managing and ensuring timely and appropriate updates are communicated back to customers.
• Administration of customer account information, ensuring details are kept current and accurate in the ITSM system.
• Administration of the customer support portal, e.g., setting up new accounts, password requests, etc.
• Escalation of incidents to the next tier of support when necessary.

KEY SKILLS AND COMPETENCIES

The ideal candidate will be bright, enthusiastic, and dedicated to achieving great results. They should ideally have a mix of the following job-specific skills, attributes, and experience:

• Advanced-level ability to understand and diagnose technical problems.
• Attention to detail to prevent ticket breaches against SLAs, and persistence to ensure adherence to processes.
• A willingness to learn and engage with unfamiliar technologies.
• Excellent time management and organisational skills, with the ability to work well under pressure.
• Strong technical expertise in server, network, and disk storage systems.
• Experience with enterprise backup and recovery systems (e.g., Rubrik, Veritas NetBackup, Commvault, or Veeam) is a major advantage.
• Experience with virtualisation technologies such as VMware, Nutanix, or Hyper-V (desirable).
• Experience with cloud technologies (desirable).
• Knowledge of storage area networks (SANs) and network-attached storage (NAS).
• Excellent communication skills and ability to interact with end-users at all levels.
• Experience with ticketing systems and SLAs.

PREFERRED QUALIFICATIONS

• ITILv3/v4 certification and/or prior experience within an IT service environment.

POSSIBLE PROGRESSION PATH

• Escalation Support Engineer
• Service Desk Team Leader
• Service Improvement Analyst

HOURS OF WORK

Working on a rota basis, the shift patterns are:

• Monday – Friday, 8am–4pm (week 1)
• Monday – Friday, 2pm–10pm (week 2)

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network-related issues.
• Document all support interactions, resolutions, and knowledge base articles.
• Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed documentation.
• Develop and maintain technical documentation, FAQs, and user guides.
• Proactively identify trends in customer issues and propose solutions to prevent recurrence.
• Train and mentor junior support staff, sharing technical expertise and best practices.
• Manage and prioritize a high volume of support requests efficiently and effectively.
• Gather customer feedback and provide insights to product development teams for service improvements.
• Ensure customer satisfaction by delivering timely, accurate, and empathetic technical assistance.
• Stay up-to-date with product updates, new features, and relevant technologies.

• Proven experience (3+ years) in a technical support role, preferably with a focus on complex issue resolution.
• In-depth knowledge of operating systems (Windows, macOS, Linux).
• Experience troubleshooting network connectivity issues (TCP/IP, DNS, DHCP).
• Familiarity with remote support tools and techniques.
• Strong understanding of common software applications and cloud services.
• Excellent diagnostic and problem-solving skills with a methodical approach.
• Exceptional interpersonal and communication skills, both written and verbal.
• Ability to explain technical concepts to non-technical users clearly and patiently.
• Experience working in a remote support environment is highly advantageous.
• Customer-focused attitude with a passion for helping others.
• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL) are a plus.

• Provide high-level technical support and troubleshooting for software and hardware issues via phone, email, and chat.
• Diagnose and resolve complex technical problems, escalating to higher-level support or engineering teams when necessary.
• Document all customer interactions, issues, and resolutions accurately in the ticketing system.
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Identify recurring issues and provide feedback to product development teams for improvements.
• Conduct remote training sessions for clients on product usage and troubleshooting techniques.
• Monitor support queues and ensure service level agreements (SLAs) are met.
• Contribute to the development and implementation of support processes and best practices.
• Act as a subject matter expert for specific product lines or technical areas.
• Gather customer feedback and provide insights to improve product and service offerings.

• Proven experience as a Technical Support Engineer, Helpdesk Technician, or in a similar customer-facing IT role.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common hardware configurations.
• Proficiency in diagnosing and resolving software and hardware issues.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent communication, active listening, and problem-solving skills.
• Ability to explain technical information clearly and concisely to users of varying technical abilities.
• Customer-focused mindset with a passion for helping others.
• Experience in a remote work environment and familiarity with collaboration tools (e.g., Slack, Zoom).
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

• Provide remote technical assistance to customers via phone, email, and chat.
• Troubleshoot and resolve software and hardware issues for end-users.
• Diagnose technical problems and identify appropriate solutions.
• Escalate unresolved issues to the appropriate internal teams.
• Document all customer interactions and support tickets accurately.
• Contribute to the development of the knowledge base and support documentation.
• Maintain a high level of customer satisfaction through prompt and effective support.
• Stay up-to-date with product updates and technical advancements.
• Adhere to support service level agreements (SLAs).
• Collaborate with team members to share knowledge and improve support processes.

• Provide expert technical assistance to clients for software and hardware issues.
• Diagnose, troubleshoot, and resolve complex technical problems efficiently.
• Document all support activities and resolutions accurately in the ticketing system.
• Escalate issues to appropriate teams and follow through to resolution.
• Contribute to the creation and maintenance of technical documentation and FAQs.
• Train and mentor junior technical support team members.
• Identify recurring issues and provide feedback for product enhancement.
• Ensure a high level of customer satisfaction through effective communication and problem-solving.

• Minimum 3 years of experience in technical support or a similar role.
• In-depth knowledge of operating systems (Windows, macOS, Linux) and networking principles.
• Experience with cloud-based software and ticketing systems.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong written and verbal communication skills.
• Customer-focused attitude with the ability to empathize and de-escalate situations.
• Ability to work independently in a remote environment.