42 Technical Roles jobs in Warrington

Your new company
This multi-academy trust has grown significantly over the last couple of years through established schools joining the trust, as well as the opening of new schools and, with further growth plans, it is an exciting time to join the organisation. With over 40 academies as part of the trust and a well-established and experienced IT team, the Technical Specialist will become an integral part of this team, being fully supported upon joining. This vacancy is due to an internal promotion which came due to the growth and introduction of new roles into the trust. As a trust, they have an excellent reputation across the UK, with academies in Greater Manchester, Merseyside, Yorkshire and the Midlands, and it is key that the right individuals are appointed to further facilitate this growth and success. The head office for this role is Manchester, where you will be required to travel to occasionally, as well as travel to the relevant academies when required, but the role offers an attractive hybrid working policy.
Your new role
Reporting to the IT Operations Manager, the Technical Specialist will be an integral part of the centralised IT team and will be responsible for supporting the trust in implementing their transformation agenda, with a cloud-first approach and strategy. This will involve the designing of IT solutions using the appropriate cloud and on-premise services and infrastructure, regularly reviewing and assessing the relevant technology options, proposing implementation approaches, developing and testing changes and also supporting the wider service operations by providing third line support. Working with the wider IT team, you will work closely around the planning and delivery of IT projects and upgrades, providing technical advice around solutions and also liaising with vendors to ensure the necessary solutions are provided, whilst presenting technical information to senior stakeholders regarding upcoming changes. With the pace of change in technology in education, this role will also encompass leading on migrations to Google for new academies joining the trusts, ensuring the accurate deployment and implementation of educational technologies and providing post-implementation support. From a third line support perspective, this will involve supporting the relevant IT staff at the individual academies and could also require liaison with external parties regarding more complex queries to ensure successful resolution.
What you'll need to succeed
In order to be successful in securing this position, you must possess significant experience of providing technical support, advice and expertise in the education sector, having worked in a school, college or multi-academy trust. You will have a passion for improving technology by working as part of a wider team who are passionate about technology in education, and you will have excellent communication skills. A strong working knowledge of Google Cloud would also be preferential for this role, as well as an excellent knowledge of technologies and systems in the education sector.
What you'll get in return
In return, you will be paid a competitive salary of between 46,000 and 51,000 dependent on experience and will be joining this well-established, supportive and growing trust where you will gain further experience and knowledge, with the opportunity to further develop your own career. You will be joining an incredibly supportive team who will work closely with you to ensure the successful outcomes of the technical specialist role. In addition, you will receive an attractive benefits package which will include 31 days holiday, plus bank, access to a cycle to work and car scheme, as well as access to an employee assistance programme and significant lifestyle benefits.
What you need to do now


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Your new company
This multi-academy trust has grown significantly over the last couple of years through established schools joining the trust, as well as the opening of new schools and, with further growth plans, it is an exciting time to join the organisation. With over 40 academies as part of the trust and a well-established and experienced IT team, the Technical Specialist will become an integr.

• Provide advanced, in-depth technical support to customers via email, phone, and chat.
• Diagnose, troubleshoot, and resolve complex software and hardware issues.
• Escalate critical issues to appropriate internal teams (e.g., Engineering, Product) with detailed documentation.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and FAQs.
• Train and mentor junior support staff on technical troubleshooting and product knowledge.
• Identify recurring issues and contribute to product improvements through feedback to the development team.
• Manage customer expectations and provide timely updates on issue resolution progress.
• Contribute to the continuous improvement of support processes and tools.
• Participate in on-call rotations as needed.
• Proactively identify potential customer issues and recommend solutions.

• Proven experience as a Technical Support Specialist, Helpdesk Technician, or similar role, with a focus on advanced troubleshooting.
• Strong expertise in diagnosing and resolving software, hardware, and network-related issues.
• In-depth knowledge of operating systems (Windows, macOS, Linux) and common applications.
• Experience supporting SaaS platforms is highly desirable.
• Excellent analytical and problem-solving skills.
• Outstanding communication, customer service, and interpersonal skills.
• Ability to explain technical concepts clearly to both technical and non-technical users.
• Experience creating and maintaining technical documentation and knowledge bases.
• Ability to work independently and manage time effectively in a remote setting.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
• A bachelor's degree in Computer Science, IT, or a related field is preferred.

• Provide high-level technical support to end-users, developers, and enterprise clients via multiple channels (email, chat, ticketing system, occasional video calls).
• Troubleshoot and diagnose complex issues related to blockchain protocols, wallet integrations, smart contract interactions, and platform functionality.
• Escalate unresolved issues to appropriate engineering or development teams, providing detailed documentation and insights.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for internal and external use.
• Identify recurring issues and trends, providing feedback to product and engineering teams for long-term solutions.
• Monitor system health and performance from a user-support perspective, proactively identifying potential problems.
• Assist in the onboarding and training of new support team members.
• Champion customer needs and advocate for product improvements based on support interactions.
• Participate in on-call rotation as needed.

• Proven experience (3+ years) in a technical support, helpdesk, or customer success role, preferably within the technology sector.
• Demonstrable knowledge of blockchain technology, cryptocurrencies, and associated concepts (e.g., public/private keys, transaction signing, consensus mechanisms).
• Experience with troubleshooting APIs, web applications, and distributed systems.
• Familiarity with common blockchain wallets and explorers.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to diverse audiences.
• Strong analytical and problem-solving abilities, with a methodical approach to issue resolution.
• Ability to work independently and manage workload effectively in a remote environment.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software.
• A proactive mindset and a commitment to providing outstanding customer service.
• Experience within the crypto/blockchain industry is highly desirable.

As a Technical Product Specialist, you’ll become the technical bridge between our customers and development teams. Working with our technical support function, you’ll develop deep product knowledge to help customers deploy and troubleshoot our products across diverse environments (cloud, on-premise, CI/CD pipelines).

You’ll gain valuable insights into our growing customer base and use that knowledge to inform best practices and influence future product roadmaps. If you enjoy diving into complex technical issues and collaborating with cross-functional teams to deliver an outstanding customer experience, this role is for you!

Requirements

• You’re a tech-savvy problem solver who thrives on helping customers deploy and optimize software in various environments.
• You have a foundation in technical support, ideally with cloud solutions exposure and a grasp of DevSecOps principles.
• You communicate complex ideas clearly, both to technical and non-technical stakeholders.
• You collaborate seamlessly with developers, product managers, customer success, and sales teams.
• You’re empathetic, customer-focused, and motivated by continuous improvement.

• Customer-centric mindset: You go the extra mile to ensure customers feel supported and empowered.
• Growth mindset & resourcefulness: You constantly seek to learn new technologies and refine your skills.
• Analytical problem-solving: You methodically investigate customer issues, replicate bugs, and diagnose problems.

• Technical support & troubleshooting: Proven experience diagnosing and resolving complex software issues.
• Cloud solutions proficiency: Hands-on familiarity with major cloud platforms (AWS, Azure, GCP) and cloud deployment best practices.
• DevSecOps understanding: Working knowledge of CI/CD pipelines, automation, and security best practices.
• Customer service & communication: Excellent verbal and written communication skills for diverse audiences.
• Collaboration & teamwork: Experience partnering with development, product, and customer-facing teams.
• Product knowledge development: Ability to quickly learn new products/technologies and adapt them to customer contexts.

• Experience with DevOps tools: Jenkins, Docker, Kubernetes, and related technologies.
• Training & client enablement: Ability to deliver product training and enablement sessions.
• Networking & infrastructure management: Understanding of TCP/IP, DNS, load balancing, firewalls, and cloud/on-premise infrastructure.
• Systems performance & security management: Experience monitoring server health, troubleshooting networking issues, and system hardening practices.

• Hands-on deployment support: Assist customers in setting up our products in cloud, on-premise, and CI/CD pipeline environments.
• Customer enablement: Provide training and guidance to optimize product usage, enhance satisfaction, and reduce churn.
• Technical expertise: Develop a deep understanding of product features, delivering insights to meet customer requirements.
• Cross-functional collaboration: Work with software developers to understand product capabilities and share real-world usage insights.
• Bug investigation: Reproduce and diagnose reported issues to identify root causes and work with development on fixes.
• Product feedback loop: Collaborate with technical product managers to prioritize feature development, always championing the customer perspective.

Benefits

Based on individual skills and contributions, we believe in compensating people fairly, above normal market levels. In addition to a generous base salary, we offer share options and a comprehensive benefits package. Discover more details here:

• Provide advanced technical support to customers via phone, email, and ticketing systems, addressing complex issues related to our software suite.
• Diagnose, troubleshoot, and resolve software bugs, configuration problems, and integration challenges.
• Escalate unresolved issues to the appropriate internal teams (e.g., development, QA) with detailed documentation and analysis.
• Assist customers in understanding and utilising advanced features and functionalities of our products.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Conduct remote training sessions for customers on new features or best practices.
• Monitor customer feedback and identify trends to proactively suggest product or service improvements.
• Contribute to the training and mentoring of junior support staff.
• Manage and prioritise a queue of support requests, ensuring timely and effective resolution.
• Collaborate with product and engineering teams to relay customer feedback and advocate for user needs.

• Proven experience (minimum 3-4 years) in a customer support or technical support role, preferably within a software or technology company.
• Demonstrated ability to troubleshoot complex software issues and guide users through technical solutions.
• Excellent communication skills, both written and verbal, with the ability to articulate technical information clearly and concisely.
• Strong understanding of customer service principles and a passion for delivering exceptional support.
• Familiarity with CRM systems and support ticketing platforms.
• Ability to manage multiple tasks simultaneously and work effectively under pressure.
• A proactive and problem-solving mindset.
• Experience with graphic design software or related creative tools is a significant advantage.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Provide exceptional customer support via phone, email, and live chat, addressing technical queries and troubleshooting issues related to our products/services.
• Act as a point of escalation for complex or sensitive customer complaints and technical problems.
• Lead, mentor, and train a team of customer support representatives, fostering a collaborative and high-performing environment.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Analyze customer feedback and support trends to identify areas for product or service improvement.
• Collaborate with other departments, such as Product Development and Sales, to resolve customer issues and provide insights.
• Monitor and manage support queues, ensuring timely resolution of tickets.
• Implement and refine customer support processes and best practices.
• Contribute to service level agreement (SLA) adherence and performance reporting.
• Champion a customer-centric approach throughout the support team.
• Handle administrative tasks related to team performance and customer records.
• Stay up-to-date with product updates and industry trends.

• Proven experience in a customer support role, with a significant focus on technical issues.
• Previous experience in a lead or supervisory capacity within a customer service environment.
• Strong understanding of technical troubleshooting methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to explain complex technical information in a clear and concise manner.
• Demonstrated ability to manage and motivate a team.
• A proactive approach to identifying and resolving issues.
• Bachelor's degree in a relevant field or equivalent work experience.
• Familiarity with (mention specific software/products if relevant, e.g., SaaS platforms, specific hardware) is a plus.