What Jobs are available for Specialized Technical in West Lothian?
Showing 44 Specialized Technical jobs in West Lothian
Technical Support Specialist
EH1 2AL Edinburgh, Scotland
£25000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a motivated and technically proficient Technical Support Specialist to join their remote customer service team. This role is based in Edinburgh, Scotland, UK , but the position is fully remote, offering flexibility and the opportunity to work from anywhere. You will be the first point of contact for customers experiencing technical issues with our client's software and services, providing timely and effective solutions. Your responsibilities will include troubleshooting software and hardware problems, diagnosing issues, and guiding customers through step-by-step solutions. This involves responding to support tickets via email, chat, and phone, ensuring customer satisfaction through clear communication and efficient problem resolution. You will maintain detailed records of customer interactions, technical issues, and resolutions in the support system. A strong understanding of IT systems, common software applications, and network troubleshooting is essential. The ideal candidate will have excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. You should be patient, empathetic, and possess a strong customer-centric approach. This role requires the ability to work independently, manage your time effectively, and prioritize tasks in a dynamic remote environment. A passion for technology and a desire to help others resolve their technical challenges are key attributes for success in this position.
Responsibilities:
Responsibilities:
- 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.
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0
Senior Technical Support Specialist
EH1 1AB Edinburgh, Scotland
£35000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking an experienced Senior Technical Support Specialist to join their growing team. This is a fully remote position, providing essential technical assistance and expertise to a diverse customer base. You will be responsible for troubleshooting complex software and hardware issues, guiding users through technical challenges, and ensuring timely resolution of support tickets. This role requires a deep understanding of IT systems, excellent communication skills, and the ability to work autonomously in a fast-paced support environment. You will be a critical point of contact, dedicated to delivering exceptional customer service and maintaining high levels of user satisfaction.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to end-users via phone, email, and chat, addressing a wide range of software and hardware issues.
- Diagnose and resolve complex technical problems, including network connectivity, application errors, operating system issues, and hardware malfunctions.
- Escalate unresolved issues to appropriate internal teams (e.g., Development, Network Operations) with detailed diagnostic information.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower users and reduce support volume.
- Assist in the training and mentoring of junior support staff, sharing best practices and technical expertise.
- Monitor system performance and identify potential issues before they impact users.
- Manage and prioritise a queue of support tickets, ensuring all issues are addressed within defined service level agreements (SLAs).
- Proactively communicate with users regarding the status of their support requests and provide regular updates.
- Contribute to the continuous improvement of support processes and tools.
- Identify trends in support requests and provide feedback to product development and QA teams to improve overall product stability and usability.
- Stay current with technological advancements relevant to the products and services supported.
- Minimum of 3-5 years of experience in a technical support or helpdesk role, with a strong focus on advanced troubleshooting.
- Proficiency in supporting Windows and macOS operating systems, as well as common business applications.
- Experience with network troubleshooting (TCP/IP, DNS, DHCP) and understanding of network infrastructure.
- Familiarity with cloud-based services (e.g., Office 365, Google Workspace) is a strong plus.
- Excellent analytical and problem-solving skills, with a methodical approach to diagnosing technical issues.
- Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proven ability to work independently, manage time effectively, and maintain high levels of productivity in a remote environment.
- Customer-centric attitude with a passion for providing excellent service.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management) is required.
- Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL Foundation) are highly desirable.
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1
Senior Technical Support Specialist
EH1 1AB Edinburgh, Scotland
£35000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client, a prominent software solutions provider, is seeking an experienced Senior Technical Support Specialist to join their dedicated customer service team. This role is based in Edinburgh, Scotland, UK and offers a remote working arrangement. You will be responsible for providing advanced technical assistance to customers, troubleshooting complex issues, and contributing to the continuous improvement of support processes.
Key Responsibilities:
Qualifications and Experience:
This is an excellent opportunity for a motivated individual looking to advance their career in technical support within a supportive and innovative company.
Key Responsibilities:
- Provide high-level technical support to customers via phone, email, and remote access tools, resolving complex software and hardware issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently and effectively, ensuring customer satisfaction.
- Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) with detailed documentation.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and FAQs.
- Train and mentor junior support staff, sharing expertise and best practices.
- Analyze support trends and provide feedback to the product development and quality assurance teams to identify root causes of recurring issues.
- Proactively identify opportunities to improve customer self-service resources.
- Manage customer relationships, ensuring clear communication throughout the resolution process.
- Contribute to the development and enhancement of support tools and processes.
- Participate in testing new software releases and providing feedback.
- Stay up-to-date with product updates and new technologies relevant to the company's offerings.
Qualifications and Experience:
- 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, preferably in a Tier 2/3 capacity.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
- Strong analytical and problem-solving skills with a keen attention to detail.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Customer-focused mindset with a passion for delivering exceptional service.
- Experience working in a remote team environment is a plus.
This is an excellent opportunity for a motivated individual looking to advance their career in technical support within a supportive and innovative company.
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2
Senior Technical Support Specialist
EH1 2BG Edinburgh, Scotland
£28000 Annually
WhatJobs
Posted 26 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their growing team. This role offers a hybrid working arrangement, combining remote flexibility with essential on-site collaboration. You will be responsible for providing advanced technical assistance to clients, troubleshooting complex hardware, software, and network issues. This involves diagnosing problems, offering timely and effective solutions, and ensuring a high level of customer satisfaction. The ideal candidate will have a strong technical background, with expertise in operating systems, various software applications, and network protocols. You should be adept at using remote support tools and ticketing systems to manage and resolve customer queries efficiently. Excellent communication and interpersonal skills are crucial, as you will be interacting directly with clients, often in high-pressure situations. You will also play a role in mentoring junior support staff and contributing to the development of support documentation and knowledge bases. Proactive problem-solving and the ability to work independently as well as part of a team are key requirements. Experience in IT support, helpdesk environments, or a related technical field is essential. Responsibilities include:
This role requires a dedicated and technically proficient individual who can deliver exceptional service. If you are passionate about technology and helping others, this hybrid opportunity in **Edinburgh, Scotland, UK**, could be the perfect fit for you.
- Providing expert-level technical support to end-users via phone, email, and chat.
- Diagnosing and resolving complex hardware, software, and network issues.
- Escalating unresolved issues to appropriate technical teams.
- Documenting support interactions and solutions in the ticketing system.
- Assisting with user account management and system access.
- Developing and maintaining technical documentation and knowledge base articles.
- Mentoring and guiding junior members of the support team.
- Contributing to process improvements within the support department.
- Participating in on-site support as required for critical issues.
This role requires a dedicated and technically proficient individual who can deliver exceptional service. If you are passionate about technology and helping others, this hybrid opportunity in **Edinburgh, Scotland, UK**, could be the perfect fit for you.
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3
Technical Support Specialist (Tier 3)
EH1 1BU Edinburgh, Scotland
£35000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and dedicated Technical Support Specialist to join their established customer service team based in **Edinburgh, Scotland, UK**. This is an on-site position where you will be the primary point of contact for resolving complex technical issues escalated from lower support tiers. You will be responsible for diagnosing and troubleshooting advanced hardware, software, and network problems, providing timely and effective solutions to ensure customer satisfaction and minimal disruption. Key responsibilities include analyzing intricate technical issues, collaborating with engineering and development teams to identify root causes and implement permanent fixes, and documenting solutions and workarounds in a comprehensive knowledge base. You will also be involved in creating and delivering technical training materials for junior support staff and contributing to the continuous improvement of support processes and tools. The ideal candidate will possess a deep understanding of IT infrastructure, operating systems (Windows, macOS, Linux), networking protocols, and common business applications. Strong analytical and problem-solving skills are essential, along with the ability to explain technical concepts clearly to both technical and non-technical users. Excellent communication and interpersonal skills are paramount, as you will be interacting with customers via phone, email, and potentially in-person. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is required. A relevant IT certification (e.g., CompTIA A+, Network+, Security+, CCNA) is highly desirable. You must be able to work independently and as part of a team, demonstrating initiative and a commitment to providing exceptional customer service. This role requires a proactive approach to learning and staying abreast of emerging technologies. A minimum of 4 years of experience in a technical support role, with at least 2 years in a Tier 3 capacity, is essential. We are looking for a candidate who is passionate about technology and driven by the challenge of solving complex technical puzzles to ensure our users have a seamless experience.
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4
Senior Technical Support Specialist (SaaS)
EH1 2 Edinburgh, Scotland
£48000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client, a leading provider of enterprise software solutions, is seeking a Senior Technical Support Specialist to join their fully remote, world-class customer support team. In this critical role, you will be responsible for delivering expert-level technical assistance to our valued clients, ensuring the optimal performance and utilization of our SaaS platform. Your deep understanding of complex technical issues and commitment to customer satisfaction will be paramount.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical troubleshooting and resolution for complex customer inquiries related to our SaaS products.
- Analyze, replicate, and document software defects, collaborating closely with engineering and QA teams to ensure timely fixes.
- Develop and maintain comprehensive technical documentation, including troubleshooting guides, FAQs, and knowledge base articles.
- Serve as a subject matter expert for specific product modules, assisting Tier 1 support and escalating issues as needed.
- Monitor system performance and proactively identify potential issues that could impact customer experience.
- Manage and prioritize a high volume of support tickets, ensuring adherence to Service Level Agreements (SLAs).
- Communicate effectively with customers, providing clear and concise updates on issue status and resolution paths.
- Contribute to the continuous improvement of support processes, tools, and customer self-service resources.
- Mentor and guide junior support engineers, sharing technical expertise and best practices.
- Gather customer feedback and insights to inform product development and enhance overall customer satisfaction.
- Bachelor's degree in Computer Science, Information Systems, or a related technical field, or equivalent work experience.
- A minimum of 6 years of experience in a technical support role, with a strong focus on SaaS or enterprise software.
- In-depth knowledge of cloud-based application support, networking concepts (TCP/IP, DNS, HTTP), and database technologies (SQL).
- Experience with scripting languages (e.g., Python, JavaScript) for troubleshooting purposes is highly desirable.
- Exceptional analytical and problem-solving abilities, with a systematic approach to diagnosing complex issues.
- Outstanding communication, interpersonal, and customer service skills.
- Proven ability to work independently and collaboratively in a remote, distributed team environment.
- Strong time management and organizational skills, with the ability to manage multiple priorities effectively.
- A customer-advocate mindset, dedicated to delivering superior support experiences.
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5
Senior Technical Support Specialist - Cloud Services
EH1 1BG Edinburgh, Scotland
£45000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a dedicated and highly skilled Senior Technical Support Specialist with a strong background in cloud services and complex IT environments. This is an excellent opportunity to join a forward-thinking company and provide critical support to their enterprise clients. You will be at the forefront of troubleshooting, diagnosing, and resolving a wide range of technical issues, ensuring minimal disruption to business operations. This role requires exceptional problem-solving abilities and a customer-centric approach.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for cloud-based applications and infrastructure, including SaaS platforms, IaaS, and PaaS environments.
- Diagnose and resolve complex hardware, software, and network issues reported by clients, escalating critical problems to appropriate engineering teams when necessary.
- Manage and maintain support ticketing systems, ensuring accurate documentation of all issues, resolutions, and customer interactions.
- Develop and update technical documentation, knowledge base articles, and user guides to assist both internal teams and end-users.
- Conduct root cause analysis for recurring issues and implement preventative measures to improve system stability.
- Monitor system performance and proactively identify potential problems before they impact users.
- Liaise effectively with clients, providing clear and timely communication regarding the status of their support requests.
- Mentor and guide junior support staff, sharing technical expertise and best practices.
- Participate in the testing and deployment of new software releases and system updates.
- Contribute to the continuous improvement of support processes and tools.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 5 years of experience in a technical support or helpdesk role, with a strong focus on cloud technologies.
- Demonstrated expertise in supporting major cloud platforms such as AWS, Azure, or Google Cloud.
- Proficiency in troubleshooting operating systems (Windows Server, Linux), networking protocols (TCP/IP, DNS, DHCP), and common application issues.
- Experience with scripting languages (e.g., PowerShell, Python) for automation is a plus.
- Excellent analytical and problem-solving skills with a logical approach to diagnostics.
- Strong communication, interpersonal, and customer service skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Network+, Cloud+, Microsoft Certified: Azure Administrator Associate) are highly advantageous.
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6
Senior Customer Service & Technical Support Specialist
EH1 2BP Edinburgh, Scotland
£30000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and motivated Senior Customer Service & Technical Support Specialist to join their dedicated support team. This role is pivotal in ensuring our clients receive exceptional support and rapid resolution of their technical inquiries and issues. You will be responsible for handling complex customer escalations, providing in-depth technical assistance, and mentoring junior support agents. A deep understanding of product functionalities, troubleshooting methodologies, and customer relationship management is crucial. This role involves a hybrid working arrangement, allowing for a blend of remote work and in-office presence to foster collaboration and team synergy.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for complex customer issues across various channels (phone, email, chat).
- Handle escalated customer complaints and sensitive inquiries with professionalism and efficiency, striving for first-contact resolution.
- Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and support agents.
- Train and mentor junior customer service and technical support representatives, sharing best practices and product knowledge.
- Identify recurring technical issues and collaborate with product development teams to implement long-term solutions.
- Monitor support queues and ensure timely response and resolution of all customer inquiries.
- Gather customer feedback and insights to identify areas for service improvement.
- Contribute to the development and refinement of support processes and procedures.
- Analyze support metrics and provide reports on team performance and customer satisfaction.
- Proactively communicate with customers regarding service updates, maintenance, and potential disruptions.
- Stay up-to-date with product knowledge and industry trends.
- Act as a subject matter expert for internal teams regarding customer issues and feedback.
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7
Technical Support Lead
EH1 2AA Edinburgh, Scotland
£35000 Annually
WhatJobs
Posted 16 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology solutions provider, is looking for a dedicated and experienced Technical Support Lead to spearhead their customer service operations. This role, operating remotely, is crucial for ensuring exceptional technical assistance to a diverse client base. You will be responsible for managing a team of support specialists, resolving complex technical issues, and developing efficient support processes. The ideal candidate will possess strong technical acumen, excellent leadership skills, and a commitment to delivering outstanding customer satisfaction. This is a fantastic opportunity to shape the future of customer support in a growing organization.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and mentor a remote team of technical support specialists, providing guidance and performance feedback.
- Manage incoming support requests via phone, email, and ticketing systems, ensuring timely and effective resolution.
- Troubleshoot and diagnose complex technical issues related to software, hardware, and network infrastructure.
- Develop and maintain a comprehensive knowledge base of technical solutions and support documentation.
- Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) and follow up to ensure resolution.
- Identify recurring technical problems and collaborate with product development to implement long-term solutions.
- Monitor support metrics and KPIs, reporting on team performance and customer satisfaction levels.
- Contribute to the continuous improvement of support processes and customer service standards.
- Train new support team members and conduct ongoing training sessions.
- Act as a point of escalation for challenging customer inquiries.
Qualifications:
- A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Proven experience (4+ years) in technical support, with at least 2 years in a leadership or supervisory role.
- Strong technical knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
- Excellent problem-solving, analytical, and diagnostic skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Proven ability to manage and motivate a remote team.
- Customer-focused mindset with a dedication to providing high-quality service.
- Ability to work independently and manage priorities effectively in a remote environment.
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8
Remote Technical Support Specialist (Tier 2/3)
EH1 1DG Edinburgh, Scotland
£30000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is looking for a highly skilled and dedicated Remote Technical Support Specialist (Tier 2/3) to join their expanding customer success team. This fully remote position is ideal for individuals with a deep understanding of software systems, excellent problem-solving abilities, and a passion for delivering outstanding customer experiences. You will be responsible for troubleshooting complex technical issues, providing in-depth support to end-users and internal teams, and contributing to the continuous improvement of support processes.
Responsibilities:
Qualifications:
This remote role offers a fantastic opportunity to contribute to a dynamic technology company from anywhere, supporting users globally, with its main operational hub based near Edinburgh .
Responsibilities:
- Investigate, diagnose, and resolve complex technical issues reported by customers and internal users regarding our software products.
- Provide advanced technical support via phone, email, chat, and remote access tools.
- Escalate unresolved issues to relevant development or engineering teams, providing detailed documentation and insights.
- Document all support interactions, resolutions, and findings in the ticketing system.
- Create and maintain technical knowledge base articles, FAQs, and troubleshooting guides.
- Identify trends in support requests and proactively recommend solutions or product improvements.
- Assist in testing new software releases and updates from a support perspective.
- Collaborate with product management and engineering teams to provide customer feedback and identify areas for enhancement.
- Train and mentor junior support staff (Tier 1) on advanced troubleshooting techniques.
- Manage customer expectations and ensure timely and effective resolution of technical problems.
- Participate in on-call rotation for urgent support needs outside of standard business hours.
- Contribute to the development and refinement of support policies and procedures.
- Build and maintain strong relationships with key customers, acting as a trusted technical advisor.
- Stay up-to-date with product knowledge, industry trends, and relevant technologies.
Qualifications:
- Proven experience (3+ years) in a Tier 2 or Tier 3 technical support role, preferably with software products.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk, Jira Service Desk).
- Strong diagnostic and troubleshooting skills, with the ability to analyze logs and complex data.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently, manage multiple priorities, and thrive in a fast-paced, remote environment.
- Customer-focused mindset with a strong commitment to service excellence.
- Experience with scripting languages (e.g., Python, PowerShell) is a significant advantage.
- Familiarity with cloud platforms (e.g., AWS, Azure) is a plus.
- Relevant certifications (e.g., CompTIA A+, Network+, MCSA) are beneficial.
This remote role offers a fantastic opportunity to contribute to a dynamic technology company from anywhere, supporting users globally, with its main operational hub based near Edinburgh .
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