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An exciting opportunity has arisen for a dedicated and experienced Technical Support Specialist to join a leading company based in Glasgow, Scotland, UK . This role focuses on providing high-level technical assistance and troubleshooting for a complex suite of software products. You will be the primary point of contact for clients experiencing technical difficulties, diagnosing issues, and providing timely and effective resolutions. Responsibilities include managing support tickets through a CRM system, escalating complex problems to engineering teams when necessary, and maintaining accurate documentation of support interactions and solutions. You will also be involved in creating and updating knowledge base articles, FAQs, and user guides to empower customers and reduce common support queries. Proactive engagement with customers to gather feedback and identify areas for product improvement will be a key aspect of this role. The ideal candidate will possess a strong technical aptitude, with excellent problem-solving and analytical skills. Previous experience in a technical support role, preferably within the software industry, is essential. A solid understanding of operating systems (Windows, macOS, Linux) and common networking concepts is required. Familiarity with scripting languages or database management is a plus. Exceptional communication skills, both written and verbal, are crucial for liaising with clients of varying technical expertise. A customer-centric approach and a genuine passion for helping others are paramount. You will be joining a supportive team environment where continuous learning and professional development are encouraged. This is a non-remote position requiring you to be present in our Glasgow office to effectively support our client base.

Our client, a dynamic and rapidly expanding tech company, is seeking a skilled Customer Service & Technical Support Specialist to join their dedicated team in Glasgow, Scotland, UK . This hybrid role offers the perfect blend of in-office team collaboration and remote flexibility, allowing you to leverage your problem-solving abilities and customer-centric approach. You will be the primary point of contact for customers, providing exceptional support for our client's innovative software products. This involves troubleshooting technical issues, guiding users through product features, and ensuring a high level of customer satisfaction. If you have a passion for technology, excellent communication skills, and a desire to help customers succeed, this is an ideal opportunity.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues with software applications, identifying root causes.
• Guide customers through product setup, configuration, and usage.
• Escalate complex technical issues to relevant internal teams (e.g., development, engineering) when necessary.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of the company's software products and services.
• Contribute to the creation and improvement of support documentation, FAQs, and knowledge base articles.
• Identify opportunities to enhance the customer experience and product usability.
• Provide feedback to product development teams based on customer insights and trends.
• Meet or exceed key performance indicators (KPIs) for customer satisfaction, response times, and resolution rates.

Required Qualifications and Skills:

• Proven experience in a customer service or technical support role, preferably within the software or tech industry.
• Strong understanding of common software applications and operating systems.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency with helpdesk and CRM software (e.g., Zendesk, Salesforce).
• A patient, empathetic, and customer-focused attitude.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Team player with the ability to work independently and collaboratively in a hybrid setting.
• A genuine interest in technology and a willingness to learn new products.
• Flexibility to work shifts as required, including potential evenings or weekends, to cover service hours.

This role provides a fantastic opportunity to grow your career in technical support with a forward-thinking company based in Glasgow . You will receive comprehensive training and support, along with a competitive salary and benefits package. Become a vital part of our client's success by delivering outstanding customer experiences.

**The team you'll be working with:**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
This role is a great opportunity for an IT Technical Support Engineer to join an established and expanding team within a technologically diverse environment. Based primarily in Glasgow, Scotland, you will contribute to the operational support of one of NTT Data's key client's infrastructure through installation, configuration, problem identification, troubleshooting and issue resolution.
The role encompasses multiple technology domains with a primary focus on networking, security and web services in a hybrid cloud environment
**What you'll be doing:**
**Key Responsibilities**
**Technology Administration and Operations**
+ Timely and accurate service delivery in response to queries, incidents, events, issues, and requests for change.
+ Infrastructure monitoring and proactive issue identification and resolution.
+ Resolution and recovery of incidents in line with the relevant processes and service level agreements.
+ Configuration activities in compliance with technical specifications and security/compliance policies.
+ On-call provision through rota service to maintain 24x7 business operations
**Software Management**
+ Reactive and proactive maintenance of environments, updating patches and versions.
+ Audit support and capacity planning.
+ Security vulnerability analysis and associated risk mitigation.
**Project Support**
+ General support of project activities and execution of project tasks associated with infrastructure changes, modernisation and expansion.
+ Contribute to technical documentation encompassing design, build standards and methods/procedures.
+ Environment automation to optimise deployment and configuration activities.
**What experience you'll bring:**
**Skills and Experience**
Proven track record and hands on experience in supporting infrastructures across a range of technologies, including many of the following:
+ Cisco (LAN/WAN/WLAN/Telephony)
+ Fortinet (WAN / SDWAN)
+ Checkpoint & Palo Alto firewalls
+ Bluecoat and Zscaler proxy services
+ Infoblox (DHCP & DNS)
+ Citrix NetScaler
+ Apache Web Servers
Good understanding of IP services and routing protocols, inclusive of: OSPF, BGP, EIGRP,
Experience of:
+ Supporting Apache Web Servers for Intranet and Internet-facing services.
+ Centralised management platforms such as: Catalyst Center, FortiManager, Panorama.
+ Scripting with PowerShell, Terraform, Ansible or similar/equivalent.
+ ITSM platform(s) for support ticket handling.
**Competencies and Attributes**
+ Ability to communicate well and to capture all pertinent details when required.
+ Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
+ Excellent interpersonal, written and verbal communication skills.
+ Passion for achieving or exceeding expectations.
+ Ability to work well in a pressurized environment
+ Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
+ Motivated to stay up to date with latest relevant IT technology, trends and best practices.
+ Appetite and ability to learn quickly.
+ Qualifications and Certifications
+ Relevant IT technical accreditations, such as: Cisco CCNA (or above), Fortinet FCA (or above), Check Point CCSA (or above)
+ Currently hold, or willing to complete BS7858 clearance check
+ Valid UK Driving Licence, as ability to travel is essential
**Additional Information**
Location: The role is based in Glasgow, Scotland, but hybrid working is expected. There will be a requirement to work on-site in various locations and travel is therefore expected.
The role is inclusive of a company vehicle or vehicle allowance.
**Who we are:**
We're a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.
Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women's Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.
For more information on Diversity, Equity and Inclusion please click here: Creating Inclusion Together at NTT DATA UK | NTT DATA ( we'll offer you:**
We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.
You can find more information about NTT DATA UK & Ireland here: are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a proud Disability Confident Committed Employer - we are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.
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Our client is seeking an experienced and motivated Technical Support Team Lead to manage their customer service and helpdesk operations. This role, based in **Glasgow, Scotland, UK**, offers a remote working arrangement, allowing you to lead your team effectively from any UK location. You will be responsible for overseeing the day-to-day operations of the technical support team, ensuring the delivery of exceptional customer service and timely resolution of technical issues. This includes managing ticket queues, prioritizing urgent requests, and ensuring that service level agreements (SLAs) are consistently met. You will provide direct supervision, guidance, and training to a team of technical support specialists, fostering a collaborative and high-performing work environment. Your role will involve mentoring team members, conducting performance reviews, and identifying areas for professional development. You will act as a point of escalation for complex technical problems that cannot be resolved by frontline staff, requiring you to possess a broad and deep understanding of the company's products and services. Developing and refining support processes, knowledge bases, and troubleshooting guides will be a key responsibility to enhance efficiency and user self-service. You will also be responsible for monitoring support metrics and reporting on team performance to senior management, identifying trends and recommending improvements. Strong analytical skills are needed to diagnose recurring issues and collaborate with product development teams to implement long-term solutions. The ideal candidate will have a proven track record in technical support, with at least two years of experience in a leadership or supervisory role. Excellent communication, interpersonal, and customer service skills are essential. You should have a strong technical aptitude, with experience supporting software applications, hardware, or network infrastructure. Familiarity with ITIL best practices and helpdesk ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable. The ability to motivate and lead a remote team, fostering a positive and productive atmosphere, is crucial. This role offers a fantastic opportunity to shape the customer support experience for a growing company and to develop your leadership skills in a flexible, remote setting.

Our client is looking for a highly skilled and customer-focused Senior Technical Support Specialist to join their fully remote support team, servicing customers across the UK. In this role, you will be the primary point of escalation for complex technical issues, providing expert guidance and resolution to ensure customer satisfaction and system uptime. You will diagnose and troubleshoot a wide range of software and hardware problems, utilising advanced diagnostic tools and techniques. This position requires an individual with exceptional problem-solving abilities, a deep understanding of IT systems, and a passion for delivering outstanding customer service. You will be responsible for documenting technical solutions, creating knowledge base articles, and contributing to the continuous improvement of support processes. Collaboration with engineering and product teams to provide feedback on product issues and feature requests will be a key aspect of the role. We are seeking someone who can work independently, manage their time effectively, and thrive in a fast-paced, remote environment. Your ability to communicate technical information clearly and concisely to both technical and non-technical users is crucial. This role offers the opportunity to work with a variety of technologies and to grow your technical expertise within a supportive and dynamic organisation. As a Senior Specialist, you will also mentor and guide junior support staff, sharing your knowledge and best practices. Your dedication to resolving customer issues efficiently and effectively will be paramount. Key responsibilities include

• Providing advanced technical support for software and hardware issues via phone, email, and chat.
• Troubleshooting complex system and application problems.
• Diagnosing and resolving network connectivity issues.
• Escalating unresolved issues to appropriate engineering teams with detailed problem descriptions.
• Developing and maintaining comprehensive technical documentation and knowledge base articles.
• Assisting in the training and mentoring of junior support personnel.
• Identifying trends in customer issues and recommending product improvements.
• Managing customer expectations and ensuring timely resolution of support tickets.
• Conducting remote system diagnostics and configuration.
• Contributing to the refinement of support policies and procedures.

Qualifications:

• Proven experience in a senior technical support or helpdesk role.
• In-depth knowledge of operating systems (Windows, macOS, Linux).
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Experience with common business software and applications.
• Strong diagnostic and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple priorities in a remote setting.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL) are a plus.
• Bachelor's degree in Computer Science or a related field, or equivalent practical experience.

Our client is seeking a highly skilled and customer-focused Senior Technical Support Engineer to join their dedicated support team in **Glasgow**. This role is crucial in providing advanced technical assistance and troubleshooting for complex software and hardware issues. You will be the escalation point for challenging customer problems, requiring deep technical knowledge and a systematic approach to problem resolution. Responsibilities include diagnosing and resolving intricate technical issues, documenting solutions, and contributing to the knowledge base. The ideal candidate will have extensive experience with network diagnostics, operating systems (Windows, Linux, macOS), and cloud-based infrastructure. You will be responsible for managing support tickets efficiently, prioritizing urgent issues, and ensuring timely resolution to maintain high levels of customer satisfaction. This role demands excellent communication skills, both written and verbal, to effectively explain technical concepts to non-technical users and collaborate with engineering teams. You will also be involved in training junior support staff and contributing to the development of support processes and tools. A proactive attitude towards identifying recurring issues and suggesting product improvements is highly valued. The Senior Technical Support Engineer will be expected to stay up-to-date with the latest technological advancements relevant to the company's products and services. This position requires a bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, along with a minimum of 5 years of experience in a technical support or systems administration role. Certifications such as CompTIA Network+, Security+, or relevant Cisco certifications are highly desirable. Proven experience in troubleshooting complex system failures, database issues, and application integration problems is a must. You must possess excellent analytical and problem-solving skills, with a strong attention to detail and a commitment to delivering outstanding customer service. This is a fantastic opportunity to advance your career within a dynamic technology company.

We are looking for an experienced and adept Lead Technical Support Engineer to join our growing technical division. This role requires a seasoned professional who can handle complex technical escalations, mentor junior team members, and contribute to the overall strategy of our customer support operations. You will be the go-to expert for challenging technical issues, providing in-depth troubleshooting and solutions. Your responsibilities will include diagnosing and resolving hardware, software, and network problems, as well as assisting end-users via phone, email, and remote access tools. A critical part of this role involves developing and implementing improved support processes and procedures to enhance efficiency and customer satisfaction. You will also play a key role in knowledge sharing, creating comprehensive documentation, and conducting training sessions for both support staff and end-users. The Lead Technical Support Engineer will collaborate closely with engineering and product teams to relay customer feedback and identify opportunities for product enhancements. You will be instrumental in identifying trends in support tickets and recommending proactive solutions to prevent future issues. This position offers a fantastic opportunity to take on more responsibility, lead by example, and make a tangible impact on our technical support landscape. We require a candidate with a strong background in IT support, excellent analytical and problem-solving skills, and superior communication abilities. A relevant IT certification (e.g., CompTIA A+, Network+) is highly advantageous. This role operates on a hybrid model, offering a blend of on-site collaboration in our **Glasgow, Scotland, UK** office and remote work flexibility. We offer a competitive salary, comprehensive benefits package, and a supportive environment that encourages continuous learning and professional growth.

Our client is a leading software solutions provider seeking a highly skilled and customer-focused Senior Technical Support Engineer to join their fully remote team. This role is crucial for providing exceptional technical assistance and ensuring customer satisfaction with our client's cutting-edge products. You will be responsible for troubleshooting complex technical issues, providing expert guidance, and contributing to the development of support resources.

The ideal candidate will have a strong background in IT support, excellent diagnostic skills, and a deep understanding of software and hardware systems. You should be adept at communicating technical information clearly to both technical and non-technical users. This is a remote-first position, requiring strong self-management skills and the ability to thrive in a virtual collaborative environment.

Key Responsibilities:

• Provide high-level technical support and troubleshooting for customer issues via phone, email, and chat.
• Diagnose and resolve complex software and hardware problems, escalating issues when necessary.
• Document technical issues and their resolutions in a knowledge base.
• Assist customers in the installation, configuration, and usage of our products.
• Develop and maintain technical documentation, FAQs, and user guides.
• Train and mentor junior support staff, sharing technical expertise.
• Collaborate with engineering and product teams to identify and resolve software bugs.
• Proactively identify potential customer issues and provide preventative solutions.
• Contribute to the continuous improvement of support processes and tools.
• Manage customer escalations and ensure timely and satisfactory resolution.
• Provide feedback to product development based on customer interactions and trends.
• Maintain a high level of customer satisfaction through responsive and effective support.

This role offers the flexibility to work from anywhere in the UK, making it ideal for experienced technical professionals who value autonomy and a healthy work-life balance. You will be joining a supportive and innovative team dedicated to delivering outstanding customer service. If you possess excellent problem-solving abilities and a passion for technology and helping others, we encourage you to apply.

Qualifications:

• Proven experience as a Technical Support Engineer or similar IT support role.
• Strong knowledge of operating systems (Windows, macOS, Linux) and network protocols.
• Experience with troubleshooting software applications and databases.
• Excellent diagnostic and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience with remote support tools and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous.
• Associate's or Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience).

Our client is seeking a highly skilled and dedicated Senior Technical Support Specialist to join their customer service team on a fully remote basis. In this critical role, you will be the primary point of contact for resolving complex technical issues faced by our clients' user base. You will leverage your extensive knowledge of software applications, hardware, and network troubleshooting to provide timely and effective solutions. This position demands exceptional diagnostic abilities, patience, and a customer-centric approach. You will be responsible for escalating unresolved issues to higher technical tiers, documenting solutions, and contributing to the knowledge base for future reference. The ideal candidate possesses a deep understanding of IT systems and is adept at explaining technical concepts in clear, concise language to users with varying levels of technical expertise. You will work collaboratively with internal teams, including development and operations, to ensure a seamless customer experience. Responsibilities include managing support tickets, conducting remote troubleshooting sessions, providing user training, and contributing to service improvement initiatives. Proactive engagement in identifying trends in support requests and proposing preventative measures is highly valued. This role requires excellent communication skills, both written and verbal, and the ability to thrive in a fast-paced, remote work environment. A commitment to continuous learning and staying updated with the latest technological advancements is essential. You will be instrumental in maintaining high levels of customer satisfaction and reinforcing our client's reputation for excellent support. Experience with CRM systems and remote support tools is expected. A relevant IT certification (e.g., CompTIA A+, Network+, Microsoft Certified Professional) is a significant advantage. Join a supportive and collaborative team where your expertise will make a real impact on customer success.

Responsibilities:

• Provide advanced technical support to customers via remote channels (phone, email, chat).
• Diagnose and resolve complex hardware, software, and network issues.
• Escalate and track unresolved issues to appropriate internal teams.
• Develop and maintain comprehensive documentation for technical solutions and user guides.
• Contribute to the creation and upkeep of a knowledge base.
• Conduct remote troubleshooting sessions and provide step-by-step guidance.
• Identify trends in customer issues and recommend product/service improvements.
• Assist in training junior support staff.
• Manage and prioritize a queue of support tickets efficiently.
• Ensure timely and accurate communication with customers throughout the support process.

Qualifications:

• Proven experience in a technical support or helpdesk role, with at least 3-5 years in a senior capacity.
• In-depth knowledge of operating systems (Windows, macOS), common software applications, and network protocols.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Experience with remote support tools and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Relevant IT certifications are highly desirable.