337 Specialized Technical jobs in West Lothian
Senior Technical Support Specialist
EH1 2BG Edinburgh, Scotland
£28000 Annually
WhatJobs
Posted 1 day ago
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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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0
Remote Technical Support Specialist
EH1 1AA Edinburgh, Scotland
£28000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client, a leading software solutions provider, is seeking a highly skilled and empathetic Technical Support Specialist to join their established remote team. Based anywhere in the UK but supporting clients globally, this role is ideal for an IT enthusiast with a passion for helping others resolve complex technical issues. You will be the first point of contact for customers seeking assistance with our client's innovative products, providing timely and effective solutions via various communication channels including phone, email, and live chat. This is a fully remote position that requires excellent communication skills, a strong technical background, and the ability to work independently and manage your time effectively.
Key Responsibilities:
Key Responsibilities:
- Providing exceptional technical support to customers experiencing software and hardware issues.
- Diagnosing and resolving technical problems efficiently, utilizing troubleshooting guides and knowledge bases.
- Escalating complex issues to higher-level support teams or development when necessary.
- Documenting all support interactions, issues, and resolutions accurately in the CRM system.
- Assisting customers with software installations, configurations, and upgrades.
- Educating customers on product features and best practices.
- Contributing to the creation and maintenance of support documentation and FAQs.
- Monitoring support queues and responding to customer inquiries within defined service level agreements (SLAs).
- Identifying recurring issues and providing feedback to the product development team.
- Maintaining a high level of customer satisfaction.
- Participating in remote team meetings and training sessions.
- Adhering to all company policies and procedures for remote work.
- Proven experience in a technical support role, preferably within the software industry.
- Strong understanding of operating systems (Windows, macOS), networking concepts, and common software applications.
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work autonomously, manage time effectively, and maintain productivity in a remote environment.
- A proactive and customer-focused approach.
- Experience troubleshooting common IT hardware issues.
- Familiarity with remote support tools.
- A genuine passion for technology and helping people.
- Must have a stable internet connection and a dedicated home workspace.
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1
Senior Technical Support Specialist
EH1 1AA Edinburgh, Scotland
£40000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client, a leading innovator in software solutions, is seeking a highly experienced Senior Technical Support Specialist to join their award-winning customer service team. This is a fully remote position, offering the flexibility to work from anywhere in the UK, though based within proximity to Edinburgh, Scotland, UK for occasional team meetups. You will be the primary point of contact for clients experiencing complex technical issues with our client's software products. Your role will involve diagnosing, troubleshooting, and resolving advanced technical problems efficiently and effectively, ensuring minimal disruption to client operations. This includes in-depth analysis of system logs, database queries, and application behavior. You will escalate unresolved issues to engineering and development teams, providing detailed documentation and clear replication steps. A key aspect of this role is to contribute to the knowledge base by creating and updating comprehensive support articles, FAQs, and troubleshooting guides, empowering both customers and junior support staff. You will also play a crucial role in training and mentoring junior support specialists, sharing your expertise and best practices. The ideal candidate will possess exceptional problem-solving skills, a deep understanding of IT infrastructure, operating systems, networking, and common software architectures. Proven experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools is essential. Excellent communication skills, both written and verbal, are required to clearly articulate technical solutions to non-technical users and to liaise effectively with internal technical teams. A proactive approach to identifying recurring issues and suggesting product improvements is highly valued. This is an excellent opportunity to join a growing company with a strong commitment to customer satisfaction and employee development, offering a competitive salary, excellent benefits, and a supportive remote work environment.
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2
Senior Technical Support Specialist
EH6 6QR Edinburgh, Scotland
£35000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is searching for a highly skilled Senior Technical Support Specialist to join their thriving customer service team in Edinburgh, Scotland, UK . This role is critical in ensuring our customers receive prompt, accurate, and effective technical assistance for our sophisticated software products. You will be responsible for resolving complex technical issues, providing expert guidance to users, and contributing to the continuous improvement of our support processes. The ideal candidate will possess a deep understanding of IT systems, excellent troubleshooting skills, and a patient, customer-centric approach. Responsibilities include diagnosing and resolving hardware and software issues, managing support tickets via an ticketing system, escalating unresolved issues to appropriate departments, documenting technical solutions and procedures, training junior support staff, and identifying trends to proactively address potential problems. You will also play a key role in gathering customer feedback to inform product development. A strong background in IT support, network administration, or a related field is essential. Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are highly advantageous. Exceptional communication skills, both written and verbal, are required to effectively interact with clients from diverse technical backgrounds. The ability to explain complex technical concepts in a clear and concise manner is paramount. This position demands a high level of problem-solving ability, a commitment to delivering outstanding customer service, and the capacity to thrive in a demanding, fast-paced environment. Join a supportive and professional team dedicated to providing world-class technical support and ensuring customer satisfaction.
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3
Technical Support Specialist - Edinburgh
EH1 1YS Edinburgh, Scotland
£28000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is seeking a diligent and technically proficient Technical Support Specialist to join their dynamic team based in Edinburgh . This role focuses on providing exceptional first-line technical assistance to end-users, resolving hardware, software, and network-related issues efficiently and effectively. You will be responsible for troubleshooting problems, diagnosing technical faults, and guiding users through step-by-step solutions. This involves managing support tickets, documenting issues and resolutions, and escalating complex problems to higher-level support teams when necessary. The ideal candidate will possess a strong understanding of common operating systems, software applications, and network protocols. Excellent communication and interpersonal skills are paramount, as you will be interacting directly with clients and colleagues, often explaining technical concepts in clear, non-technical terms. A patient and customer-centric approach is essential. You will be part of a supportive team environment, contributing to the overall IT infrastructure and user support services. Key responsibilities include: providing helpdesk support, troubleshooting technical issues, diagnosing and resolving hardware/software problems, managing user accounts and permissions, installing and configuring software, maintaining IT equipment, and updating support documentation. You will also be involved in basic network troubleshooting and ensuring the smooth running of IT systems. Continuous learning and staying updated with the latest technology trends will be key to your success. This is an excellent opportunity for a motivated individual looking to advance their career in IT support within a reputable organization. The ability to work collaboratively and contribute positively to team objectives is highly valued.
Qualifications:
Qualifications:
- Proven experience in a technical support or helpdesk role.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with common office productivity software (e.g., Microsoft Office Suite, Google Workspace).
- Basic understanding of network concepts (TCP/IP, DNS, DHCP).
- Excellent problem-solving and troubleshooting skills.
- Exceptional customer service and communication skills.
- Ability to explain technical issues clearly to non-technical users.
- Experience with ticketing systems is a plus.
- Relevant IT certifications (e.g., CompTIA A+, Network+) are desirable.
This advertiser has chosen not to accept applicants from your region.
4
Senior Technical Support Specialist
EH1 1LL Edinburgh, Scotland
£38000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is looking for a highly skilled and customer-focused Senior Technical Support Specialist to join our growing team. In this hybrid role, you will be the primary point of contact for complex technical issues, providing expert solutions and exceptional service to our diverse clientele. You'll leverage your deep technical knowledge and problem-solving abilities to troubleshoot, diagnose, and resolve issues, contributing to high levels of customer satisfaction. This role requires a balance of remote flexibility and periodic on-site presence for critical team meetings and collaborative sessions in Edinburgh, Scotland, UK .
Responsibilities:
Responsibilities:
- Provide advanced technical support for our software products and services via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex technical issues reported by customers, escalating when necessary.
- Document all support interactions, resolutions, and knowledge base articles accurately and thoroughly.
- Assist in the training and mentoring of junior support staff.
- Identify recurring technical issues and propose solutions or improvements to product development.
- Manage customer relationships, ensuring prompt and effective resolution of their concerns.
- Contribute to the continuous improvement of support processes and customer service standards.
- Reproduce customer issues in test environments to aid in diagnosis and resolution.
- Stay up-to-date with product updates, new features, and industry best practices.
- Collaborate effectively with cross-functional teams, including engineering and product management.
- Handle escalations and challenging customer interactions with professionalism and empathy.
- Participate in scheduled team meetings and training sessions at our Edinburgh office.
- Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
- Proven expertise in troubleshooting software and hardware issues.
- Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common IT infrastructure.
- Excellent analytical and problem-solving skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Experience with CRM or ticketing systems (e.g., Zendesk, Salesforce).
- Ability to work independently and manage time effectively in a hybrid work model.
- Relevant IT certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
- Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
- Demonstrated ability to handle high-pressure situations and complex technical challenges.
- Proactive attitude towards learning and adapting to new technologies.
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5
Senior Technical Support Specialist
EH1 1BG Edinburgh, Scotland
£35000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Specialist to join their expanding team in Edinburgh, Scotland, UK . This hybrid role offers a fantastic opportunity to provide top-tier technical assistance and customer service to a diverse client base. The ideal candidate will possess a comprehensive understanding of IT systems, exceptional problem-solving abilities, and a dedication to delivering outstanding user support. You will be a point of escalation for complex technical issues, mentoring junior team members and contributing to the continuous improvement of support processes.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for hardware, software, and network issues across various platforms.
- Act as an escalation point for complex technical problems reported by clients or junior support staff.
- Diagnose and resolve technical incidents efficiently, ensuring minimal disruption to client operations.
- Document technical issues, solutions, and workarounds clearly and accurately in the knowledge base.
- Develop and maintain technical documentation, FAQs, and user guides.
- Install, configure, and maintain IT systems, software, and peripherals.
- Conduct regular system health checks and proactive maintenance to prevent future issues.
- Collaborate with IT infrastructure and development teams to resolve intricate technical challenges.
- Train and mentor junior support staff, sharing knowledge and best practices.
- Contribute to the development and implementation of support policies and procedures.
- Manage user accounts, permissions, and access rights.
- Participate in IT projects as required, providing technical expertise and support.
- Ensure adherence to service level agreements (SLAs) and maintain high levels of customer satisfaction.
- Stay up-to-date with the latest technological advancements and industry best practices.
- Proven experience in a senior technical support or helpdesk role, typically 3-5 years.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common software applications.
- Experience with Active Directory, Microsoft 365, and cloud platforms (e.g., Azure, AWS) is highly desirable.
- Strong diagnostic and problem-solving skills with a methodical approach to troubleshooting.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Customer-focused mindset with a commitment to providing exceptional service.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified Professional) are advantageous.
- Ability to work independently and manage priorities effectively within a hybrid work structure.
- Must be legally authorized to work in the UK.
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6
Senior Technical Support Specialist - SaaS
EH2 1DU Edinburgh, Scotland
£35000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Technical Support Specialist to join their growing team in Edinburgh, Scotland, UK . This role is crucial in ensuring our clients receive prompt, effective, and high-quality technical assistance for our cutting-edge SaaS products. The ideal candidate will possess a deep understanding of software troubleshooting, excellent communication skills, and a proactive approach to problem-solving. You will be part of a supportive team environment, contributing to client satisfaction and product improvement through detailed feedback and issue resolution.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex software issues.
- Diagnose, troubleshoot, and resolve software bugs and user-related problems efficiently.
- Escalate unresolved issues to the appropriate engineering or product teams with detailed documentation.
- Create and maintain technical documentation, knowledge base articles, and user guides.
- Assist in training junior support staff and sharing technical knowledge.
- Identify trends in customer issues and provide feedback to product development teams for potential improvements.
- Manage customer relationships and ensure a high level of satisfaction.
- Participate in the testing of new software releases and updates.
- Monitor system performance and proactively address potential issues.
- Contribute to improving support processes and customer service standards.
- Proven experience (3+ years) in a technical support or helpdesk role, preferably within a SaaS environment.
- Strong understanding of operating systems (Windows, macOS, Linux) and web technologies.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent analytical and problem-solving skills.
- Ability to explain technical concepts clearly and concisely to both technical and non-technical users.
- Experience with scripting languages (e.g., SQL, Python) is a plus.
- Familiarity with cloud platforms (AWS, Azure) is advantageous.
- Strong customer service orientation and interpersonal skills.
- Ability to work effectively both independently and as part of a team.
- Bachelor's degree in Computer Science, IT, or a related field, or equivalent work experience.
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7
Senior Technical Support Specialist (Remote)
EH1 1AB Edinburgh, Scotland
£35000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced Senior Technical Support Specialist to join their customer success team. This is a fully remote position, allowing you to work from home across the UK. You will be the primary point of contact for high-value clients, providing advanced technical assistance and ensuring their success with our innovative platform. This role requires a deep understanding of our software solutions, excellent troubleshooting skills, and a passion for delivering exceptional customer experiences. You will handle complex technical inquiries, guide users through intricate functionalities, and collaborate with engineering and product teams to resolve challenging issues. The ideal candidate will have a proven background in technical support, ideally within a B2B software environment, and possess strong analytical and problem-solving capabilities. You will be responsible for managing support queues, prioritizing critical issues, and contributing to our knowledge base and support documentation. This role demands excellent communication skills, both written and verbal, and the ability to clearly explain technical concepts to a non-technical audience. You will also be involved in identifying trends in support requests and providing feedback to the product development team to drive improvements. Responsibilities include:
Qualifications:
This is an excellent opportunity to advance your career in technical support with a dynamic and growing company, offering the flexibility of remote work and competitive benefits.
- Providing advanced technical support to enterprise clients via phone, email, and chat.
- Troubleshooting complex technical issues related to the company's software platform.
- Guiding users through advanced features and configurations.
- Collaborating with engineering and product teams to resolve escalated issues.
- Documenting solutions and creating/updating knowledge base articles.
- Identifying recurring technical problems and suggesting improvements to the product or documentation.
- Managing and prioritizing support tickets effectively.
- Contributing to the continuous improvement of support processes and customer satisfaction.
- Onboarding and training new support team members.
- Analyzing support metrics and providing insights to management.
Qualifications:
- Minimum of 4 years of experience in technical support, preferably in a SaaS environment.
- Proven ability to troubleshoot and resolve complex technical issues.
- Strong understanding of software applications and troubleshooting methodologies.
- Excellent written and verbal communication skills.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to explain technical concepts clearly and concisely.
- Strong organizational skills and the ability to manage multiple priorities.
- Self-motivated and able to work independently in a remote setting.
- Experience in (mention a relevant tech area, e.g., API integrations, cloud platforms, specific software type) is a strong plus.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
This is an excellent opportunity to advance your career in technical support with a dynamic and growing company, offering the flexibility of remote work and competitive benefits.
This advertiser has chosen not to accept applicants from your region.
8
Technical Support Specialist (Tier 2)
EH1 1AA Edinburgh, Scotland
£30000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client, a dynamic and growing software company, is seeking a highly skilled and motivated Technical Support Specialist to join their dedicated customer service team. This is a fully remote position, offering the flexibility to work from home anywhere in the UK. The ideal candidate will have a proven track record in providing exceptional technical support, troubleshooting complex issues, and ensuring customer satisfaction. You will be the primary point of contact for escalated technical inquiries, diagnosing and resolving problems efficiently to minimize downtime and maintain operational continuity for our clients.
Key Responsibilities:
Qualifications and Experience:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat for complex software-related issues.
- Diagnose, troubleshoot, and resolve technical problems escalated from Tier 1 support.
- Document all technical issues, solutions, and customer interactions accurately in the ticketing system.
- Collaborate with engineering and product development teams to identify root causes of recurring issues and contribute to product improvements.
- Develop and maintain a deep understanding of our client's software products and services.
- Create and update technical documentation, knowledge base articles, and troubleshooting guides.
- Assist in training Tier 1 support staff and share technical expertise within the team.
- Manage customer expectations and provide timely updates on issue resolution progress.
- Identify opportunities to improve support processes and enhance customer experience.
- Participate in remote team meetings, contributing to a collaborative and productive work environment.
- Stay current with product updates and new technologies relevant to customer support.
- Ensure adherence to Service Level Agreements (SLAs) for response and resolution times.
Qualifications and Experience:
- A minimum of 3 years of experience in a technical support or helpdesk role, with at least 1 year in a Tier 2 capacity.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Proficiency in troubleshooting hardware and software issues.
- Excellent analytical and problem-solving skills with a methodical approach.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience using ticketing systems (e.g., Zendesk, ServiceNow) and remote desktop tools.
- Ability to work independently and manage time effectively in a fully remote setting.
- Customer-focused mindset with a dedication to providing outstanding service.
- Familiarity with scripting or basic programming knowledge is a plus.
- Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are advantageous.
This advertiser has chosen not to accept applicants from your region.
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