What Jobs are available for Specialized Technical in the United Kingdom?

Overview
Lutron Electronics has an immediate opening for a Technical Application Specialist to join the technical support department at our European HQ in London.

One of the keys to Lutron's success is the principle of taking care of the customer. This role achieves this through the provision of professional and timely support via phone and email offering solutions and information on both stand-alone and system level products and is critical in both the retention of existing customers and the development of new customers.

Combining both reactive interaction and response to customer enquiries along with troubleshooting and development of proactive solutions - reducing future issues and improving customer satisfaction.

Responsibilities

• Represent Lutron according to our Five Principles, particularly "Take care of the Customer"
• Provide timely and professional support to customers via phone and email, offering information on both stand-alone and system-level products.
• Troubleshoot and diagnose user issues related to Lutron products and systems.
• Document problems and solutions in a central database, escalating them when necessary.
• Communicate effectively with other departments within the company to meet or exceed customer expectations.
• Develop technical expertise regarding Lutron products, systems, and services.
• Undertake special projects as necessary to meet or exceed the objectives of our technical support team, including travelling to job sites occasionally.
• Answering pre- and post-sales technical questions via email and telephone on both stand-alone and system-level products.

Qualifications

• Previous experience in an electrical contracting, HVAC installation, telecom/cable installation, security installation, or AV installation environment.
• Bachelor's degree in Electronics Engineering Technology (EET), Computer Engineering Technology (CIT), Information Technology (IT) or similar would be advantageous.
• In addition to English, proficiency in Spanish language is required.

Lutron Electronics' position as the worldwide leader in innovative lighting control and shading solutions has enabled consistent, annual growth. Our company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing our worldwide customers. This has allowed the company to invest in developing new technologies and services, expand our technical capabilities and global presence, and to find and retain the best talent.  Build your career with Lutron where you will enjoy competitive compensation and benefits while exploring many options for continued growth and education. Make a difference every day in our dynamic, people-centric, technology-driven organization. For more information, view our website at  

Lutron Electronics is an Equal Opportunity - Affirmative Action - Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics

• 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.

• Provide technical assistance and support to customers regarding software and hardware issues.
• Respond to customer inquiries and resolve technical problems via email, phone, and chat.
• Diagnose and troubleshoot technical issues, guiding users through step-by-step solutions.
• Install, configure, and update software and hardware as needed.
• Document customer interactions, issues, and resolutions accurately in the ticketing system.
• Escalate complex issues to appropriate internal teams.
• Provide feedback to product development on recurring technical issues.
• Maintain a high level of customer satisfaction.
• Stay updated on product knowledge and technical advancements.

• Proven experience in a technical support or IT helpdesk role.
• Strong knowledge of operating systems (Windows, macOS), software applications, and basic networking concepts.
• Excellent problem-solving and troubleshooting skills.
• Outstanding communication and interpersonal skills, with the ability to explain technical information clearly.
• Customer-focused mindset with a passion for providing excellent service.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with helpdesk or ticketing software.
• Relevant IT certifications (e.g., CompTIA A+) are a plus.

• Respond to customer inquiries via phone, email, and chat.
• Diagnose and resolve technical software issues.
• Provide step-by-step guidance and troubleshooting assistance.
• Escalate unresolved issues to the appropriate internal teams.
• Maintain detailed records of customer interactions and resolutions.
• Develop and maintain a knowledge base of common issues and solutions.
• Contribute to improving product documentation and user guides.
• Gather customer feedback and report trends to management.
• Collaborate with other departments to ensure customer satisfaction.
• Proactively identify potential customer issues and offer solutions.

• Proven experience in technical support, helpdesk, or customer service.
• Strong knowledge of common software applications and operating systems (Windows, macOS).
• Familiarity with CRM systems (e.g., Salesforce, Zendesk).
• Excellent verbal and written communication skills.
• Ability to explain technical information clearly and concisely.
• Strong analytical and problem-solving abilities.
• Patience, empathy, and a customer-focused mindset.
• Ability to multitask and manage time effectively.
• A proactive and self-motivated approach to work.
• Experience with ITIL frameworks is a plus.

• Provide first-level technical support to customers via email, phone, and chat.
• Troubleshoot and resolve software-related issues efficiently and accurately.
• Guide customers through product features, functionality, and common troubleshooting steps.
• Manage and prioritize support tickets within defined service level agreements (SLAs).
• Document all customer interactions, issues, and resolutions in the ticketing system.
• Escalate complex technical problems to senior support engineers or development teams.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to product and engineering teams.
• Ensure a high level of customer satisfaction through professional and timely support.
• Maintain up-to-date knowledge of the company's products and services.

• High school diploma or equivalent; Associate's or Bachelor's degree in a technical field is a plus.
• Minimum of 2 years of experience in technical support or customer service role, preferably in software.
• Strong understanding of operating systems (Windows, macOS) and common software applications.
• Excellent troubleshooting and problem-solving skills.
• Superb written and verbal communication skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
• Ability to work independently, manage time effectively, and thrive in a remote work environment.
• Customer-focused attitude and a passion for helping others.
• Familiarity with (mention specific software types, e.g., CRM, project management tools) is an advantage.

• Provide first and second-line technical support to end-users via phone, email, and in-person.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Diagnose and resolve technical issues related to operating systems (Windows, macOS), applications, and network connectivity.
• Manage user accounts, permissions, and access rights.
• Escalate complex issues to senior IT staff or external vendors when necessary.
• Maintain accurate and detailed records of support incidents and resolutions in the ticketing system.
• Assist with the onboarding and setup of new employee IT equipment.
• Contribute to the development of IT support documentation and knowledge base articles.
• Participate in IT projects and system upgrades as required.
• Proactively identify opportunities for system improvements and efficiency gains.

• Proven experience in an IT support or helpdesk role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Experience with common office productivity software (e.g., Microsoft Office Suite, Google Workspace).
• Excellent troubleshooting and problem-solving skills.
• Outstanding customer service and communication skills.
• Ability to work independently and as part of a team.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are desirable.
• Experience with IT ticketing systems (e.g., ServiceNow, Jira Service Management).

• Respond to and resolve technical support requests from customers via phone, email, and chat in a timely and efficient manner.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide clear and comprehensive instructions to users on how to resolve technical problems.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Document all support activities, including troubleshooting steps, resolutions, and customer interactions.
• Maintain and update knowledge base articles and support documentation.
• Identify recurring technical issues and provide feedback to product development and engineering teams for improvements.
• Assist with the installation, configuration, and maintenance of software and hardware.
• Proactively monitor system performance and identify potential issues before they impact users.
• Provide training and support to junior members of the technical support team.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and networking concepts.
• Excellent diagnostic and problem-solving skills.
• Exceptional customer service and communication skills, both written and verbal.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience with ticketing systems and remote support tools.
• A relevant IT qualification or certification is a strong advantage.
• Familiarity with cloud-based services and mobile device support is a plus.
• Patience and a calm demeanor when dealing with frustrated users.