66 Office Software jobs in Leeds

Work from Home Office, Data Entry Remote Part-Time/Full-time Job

About the Job Position:

This remote entry-level role comes with training for qualified candidates. Depending on your expertise and desired area of interest, the remote duties may include work at home computer data entry, participating in market research activities such as survey design, focus group participation, product testing, social media and more. You may also be asked to assist with data analysis or providing feedback to support our clients in evaluating product potential. The position offers flexible work hours (part-time to full-time) with the opportunity to work from home and influence strategies across various industries, including automotive, healthcare, entertainment and more.

About Us:

Top Level Promotions specializes in market research, partnering with leading global brands to help businesses connect with customers and achieve sustainable growth. We are expanding our remote team and are looking for professionals to contribute valuable insights in a competitive environment.

Some of the Industries in Which We Work.

Qualifications:

Skills:

Job Perks:

Salary:

This work from home position pays between 18.50 and 36.00 per hour depending your field of interest.

Experience:

This is an introductory position and training is provided to successful candidates.

Application:

Sincerely,

• Provide first-line technical support to customers via phone, email, and chat.
• Troubleshoot and resolve software and hardware-related issues.
• Guide users through product installation, setup, and configuration.
• Diagnose and escalate complex technical problems to appropriate teams.
• Document customer interactions, issues, and resolutions in the ticketing system.
• Maintain up-to-date knowledge of product features and updates.
• Contribute to the knowledge base by creating and updating support articles.
• Identify trends in customer issues and provide feedback to product development.
• Ensure timely and effective resolution of all support requests.
• Deliver exceptional customer service and build strong customer relationships.

• Minimum of 2 years of experience in technical support or a similar helpdesk role.
• Proficiency with Windows, macOS, and potentially Linux operating systems.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Strong problem-solving and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Customer-focused mindset with patience and empathy.
• Ability to explain technical concepts clearly to non-technical users.
• Basic understanding of networking concepts is a plus.
• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).

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 advanced technical support and troubleshooting for hardware and software issues.
• Diagnose and resolve complex system and network problems.
• Assist customers via phone, email, and remote access tools.
• Document all support interactions, solutions, and system configurations.
• Develop and maintain technical documentation and knowledge base articles.
• Train and mentor junior support team members.
• Identify and report recurring technical issues and suggest product improvements.
• Manage and prioritize a queue of support tickets effectively.
• Collaborate with engineering and product teams to resolve escalated issues.
• Ensure high levels of customer satisfaction through timely and effective support.

• Proven experience in a senior technical support or helpdesk role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking, and hardware.
• Strong troubleshooting and diagnostic skills.
• Excellent communication, interpersonal, and customer service skills.
• Proficiency with ticketing systems (e.g., Zendesk, Jira) and remote support tools.
• Ability to explain technical concepts to non-technical users.
• Experience in scripting or basic programming is a plus.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are advantageous.
• Ability to work effectively in a hybrid remote and in-office environment.

• Provide first-line technical support via phone, email, and chat.
• Troubleshoot and diagnose hardware, software, and network issues.
• Escalate unresolved issues to senior support staff or relevant departments.
• Document all support interactions and resolutions in the ticketing system.
• Develop and maintain knowledge base articles and user guides.
• Assist with user account management and access permissions.
• Participate in team meetings and contribute to service improvement initiatives.
• Identify trends in support requests and provide feedback to product development teams.
• Ensure adherence to service level agreements (SLAs).
• Conduct remote troubleshooting sessions and guide users through step-by-step solutions.
• Provide basic training to end-users on software and hardware functionalities.

• Proven experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS) and common software applications.
• Familiarity with network troubleshooting (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Exceptional communication and customer service skills.
• Ability to explain technical concepts to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Ability to work effectively both independently and as part of a hybrid team.

• Provide expert-level technical support to customers via phone, email, and ticketing systems, resolving complex software and hardware issues.
• Serve as the primary point of escalation for Tier 2 and Tier 3 support issues, ensuring timely and effective resolution.
• Diagnose and troubleshoot advanced technical problems, identifying root causes and implementing effective solutions.
• Document technical issues, solutions, and workarounds in a clear and concise manner for the knowledge base.
• Mentor and train junior technical support engineers, sharing expertise and best practices.
• Collaborate with development and engineering teams to report bugs, suggest product enhancements, and provide customer feedback.
• Develop and maintain technical documentation, troubleshooting guides, and FAQs.
• Proactively identify trends in customer issues and recommend solutions to prevent recurrence.
• Manage customer expectations and provide regular updates on case status.
• Contribute to the continuous improvement of support processes, tools, and procedures.
• Participate in on-call rotation as needed to provide 24/7 support.

• 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 or helpdesk role, with a focus on complex issue resolution.
• Strong proficiency in troubleshooting operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with SQL databases and basic scripting (e.g., Bash, PowerShell) is highly desirable.
• Familiarity with cloud platforms (e.g., AWS, Azure) and virtualization technologies.
• Excellent analytical, problem-solving, and diagnostic skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation and a passion for helping others.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus.

• Provide advanced technical support and troubleshooting for our client's software products via phone, email, and chat.
• Diagnose, document, and resolve intricate technical issues, including software bugs, configuration problems, and integration challenges.
• Escalate complex issues to engineering and development teams, providing detailed analysis and reproducible steps.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides.
• Train and mentor junior support engineers, sharing best practices and technical expertise.
• Proactively identify trends in support requests and provide feedback to product management and development teams for product improvement.
• Manage customer expectations and communicate technical solutions clearly and effectively to both technical and non-technical users.
• Participate in on-call rotation to provide 24/7 support coverage as needed.
• Contribute to the continuous improvement of support processes and tools.
• Ensure a high level of customer satisfaction by delivering timely, accurate, and professional support.
• Assist with the setup and configuration of client environments for testing and demonstration purposes.

• 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 or systems administration role, with a focus on software.
• Proven expertise in diagnosing and resolving complex software-related issues.
• Strong understanding of operating systems (Windows, Linux, macOS), networking protocols, and database concepts.
• Experience with scripting languages (e.g., Python, PowerShell) for automation is highly desirable.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and CRM software.
• A proactive approach to identifying and resolving potential issues before they impact customers.
• Previous experience in a Senior or Lead Technical Support role is a strong advantage.