1,098 Technical Support Specialists jobs in the United Kingdom

• Provide first-line technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot hardware, software, and network issues.
• Escalate complex issues to senior support tiers or relevant departments when necessary.
• Guide users through step-by-step solutions in a clear and concise manner.
• Maintain accurate records of customer interactions and issue resolutions in the ticketing system.
• Contribute to the knowledge base by creating and updating support documentation and FAQs.
• Identify recurring issues and provide feedback to the product development team for potential improvements.
• Ensure customer satisfaction by delivering prompt, professional, and effective support.
• Participate in team meetings and training sessions to stay updated on product knowledge and support procedures.

• Proven experience in a customer service or technical support role.
• Strong understanding of common operating systems (Windows, macOS) and software applications.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in using ticketing systems and remote support tools.
• A patient and problem-solving mindset.
• Ability to manage multiple tasks and prioritize effectively.
• Experience with networking fundamentals (TCP/IP, DNS, DHCP) is a plus.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous.
• Flexibility to work within a hybrid model, including some days in the Derby office.

• Respond to customer support requests via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical hardware and software issues, including operating systems, applications, and network connectivity.
• Provide clear and concise instructions to users on how to resolve technical problems.
• Document all support interactions, issues, and resolutions accurately in the ticketing system.
• Escalate unresolved issues to senior support staff or relevant technical teams.
• Assist with the installation, configuration, and maintenance of computer hardware and software.
• Create and maintain technical documentation and knowledge base articles.
• Contribute to the continuous improvement of support processes and customer satisfaction.
• Proactively identify potential technical issues and suggest preventative measures.
• Participate in team meetings and training sessions to stay updated on product and service knowledge.

• Proven experience in a technical support or helpdesk role.
• Strong understanding of computer hardware, software applications, operating systems (Windows, macOS), and network fundamentals.
• Excellent problem-solving and troubleshooting skills.
• Exceptional customer service and communication skills, both verbal and written.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Familiarity with remote support tools.
• Ability to work effectively both independently and as part of a team.
• Willingness to attend the office in Glasgow, Scotland, UK as required for team collaboration and specific tasks, alongside remote working days.

• Provide first-line technical support to customers via phone, email, and chat.
• Troubleshoot and resolve software and hardware-related issues.
• Guide users through product installation, setup, and configuration.
• Diagnose and escalate complex technical problems to appropriate teams.
• Document customer interactions, issues, and resolutions in the ticketing system.
• Maintain up-to-date knowledge of product features and updates.
• Contribute to the knowledge base by creating and updating support articles.
• Identify trends in customer issues and provide feedback to product development.
• Ensure timely and effective resolution of all support requests.
• Deliver exceptional customer service and build strong customer relationships.

• Minimum of 2 years of experience in technical support or a similar helpdesk role.
• Proficiency with Windows, macOS, and potentially Linux operating systems.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Strong problem-solving and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Customer-focused mindset with patience and empathy.
• Ability to explain technical concepts clearly to non-technical users.
• Basic understanding of networking concepts is a plus.
• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for ,webook.com  is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. webook.com  is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.

We are seeking a skilled and client-focused Technical Support Specialist  to manage internal IT systems, provide technical support to clients, and assist with the deployment of both software and hardware solutions. The role also involves supporting client account management to ensure a seamless service experience.

• Manage the company’s IT infrastructure .
• Provide technical IT support  to clients.
• Support with the installation and deployment of software  as well as any permanent or temporary company hardware provided to clients.
• Assist with client account management  to ensure smooth operations and strong client relationships.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 2–4 years of experience in IT support, technical support, or systems administration .
• Strong troubleshooting and problem-solving skills.
• Hands-on experience with software installation, hardware setup, and system maintenance .
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Experience in a client-facing IT support role  is a plus.

AIM OF THE ROLE

Working as part of a support team and with a passion for providing and promoting outstanding customer service at all times, the Support Specialist will act as the first escalation point for wider support teams. The role involves anything from providing general advice to colleagues through to delivering in-depth technical assistance to customers.

KEY RESPONSIBILITIES AND TASKS

Duties will include, but are not restricted to, the following:

• Providing day-to-day support to the end-user base.
• Managing customer queries and providing advice, ranging from general queries to more specific technical questions.
• Troubleshooting support issues using knowledge bases and other resources.
• Ensuring resolution of any open tickets is managed in a timely and efficient manner.
• Information gathering, qualification and prioritisation of new service requests.
• Providing advanced technical support for backup and recovery systems, including hardware, software, and network-related issues.
• Accurately logging relevant information onto the IT service management (ITSM) system, including actions taken and next steps.
• Proactive allocation and checking of customer backups, ensuring tickets are raised for issues as needed.
• Managing and ensuring timely and appropriate updates are communicated back to customers.
• Administration of customer account information, ensuring details are kept current and accurate in the ITSM system.
• Administration of the customer support portal, e.g., setting up new accounts, password requests, etc.
• Escalation of incidents to the next tier of support when necessary.

KEY SKILLS AND COMPETENCIES

The ideal candidate will be bright, enthusiastic, and dedicated to achieving great results. They should ideally have a mix of the following job-specific skills, attributes, and experience:

• Advanced-level ability to understand and diagnose technical problems.
• Attention to detail to prevent ticket breaches against SLAs, and persistence to ensure adherence to processes.
• A willingness to learn and engage with unfamiliar technologies.
• Excellent time management and organisational skills, with the ability to work well under pressure.
• Strong technical expertise in server, network, and disk storage systems.
• Experience with enterprise backup and recovery systems (e.g., Rubrik, Veritas NetBackup, Commvault, or Veeam) is a major advantage.
• Experience with virtualisation technologies such as VMware, Nutanix, or Hyper-V (desirable).
• Experience with cloud technologies (desirable).
• Knowledge of storage area networks (SANs) and network-attached storage (NAS).
• Excellent communication skills and ability to interact with end-users at all levels.
• Experience with ticketing systems and SLAs.

PREFERRED QUALIFICATIONS

• ITILv3/v4 certification and/or prior experience within an IT service environment.

POSSIBLE PROGRESSION PATH

• Escalation Support Engineer
• Service Desk Team Leader
• Service Improvement Analyst

HOURS OF WORK

Working on a rota basis, the shift patterns are:

• Monday – Friday, 8am–4pm (week 1)
• Monday – Friday, 2pm–10pm (week 2)