What Jobs are available for Technical Support in Hinckley?

At Saint-Gobain Ecophon, we are looking for a Technical Support Advisor to join our technical team. This role will be responsible for delivering on-site support to our customers ranging from offering technical advice, to delivering on-site training sessions.

Saint-Gobain Ecophon develops, manufactures and markets acoustic products and systems that contribute to a good working environment by enhancing people’s well-being and performance.

This is a national, field-based role with extensive travel required due to where clients are located – this role would suit someone with great transport links living centrally in the UK. As such, a full UK driving license will be required.

What you will be doing:

• Providing advice, guidance and training for Ecophon products across stakeholders
• Spending time on-site with clients, ceiling contractors and tier 1 main contractors across the UK & Ireland
• Ensuring our systems are correctly installed to the level of quality required to ensure they reach their design performance
• Using our technologies – including showpad to support the management of technical information and literature
• Supporting the development of our digital services across VR, BIM and LightYX

What we’re looking for:

• Strong technical understanding of acoustic solutions, or building materials
• Proven experience in a customer-facing role, ideally within construction or manufacturing
• Ability to interpret technical drawings/specifications and communicate solutions clearly
• Be adaptable, flexible and able to self-motivate
• A willingness to frequently travel across the UK & Ireland

Are Ecophon and Saint-Gobain inclusive employers?

Saint-Gobain is the worldwide leader in light and sustainable construction, improving daily life through high-performance solutions. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world.

We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision-making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.

And what about flexibility?

The world of work is changing. At Saint-Gobain, we’re always open to new ways of working. Everyone has different needs and commitments. We’ll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can’t promise to meet every request when we’re recruiting, but we do promise to listen.

If you match our criteria, we will be in touch to discuss your experience and more about you as a person. We look forward to hearing from you!

• Lead, mentor, and manage a team of technical support specialists, ensuring high levels of performance and customer satisfaction.
• Oversee the daily operations of the helpdesk, including ticket management, response times, and resolution rates.
• Develop and implement support procedures, policies, and best practices to optimize service delivery.
• Act as a point of escalation for complex technical issues, providing in-depth troubleshooting and resolution.
• Train and develop support staff on product knowledge, troubleshooting techniques, and customer service skills.
• Monitor key performance indicators (KPIs) for the support team and identify areas for improvement.
• Collaborate with other departments, such as engineering and product development, to provide feedback and resolve recurring issues.
• Maintain and update the knowledge base with solutions to common technical problems.
• Ensure all customer interactions are handled professionally, efficiently, and empathetically.
• Contribute to the continuous improvement of support tools and technologies.
• Prepare reports on support team performance, trends, and customer feedback for management.
• Ensure adherence to service level agreements (SLAs) and company standards.

• Proven experience in a technical support role, with at least 2 years in a leadership or supervisory capacity.
• Strong technical aptitude and hands-on experience with hardware, software, and network troubleshooting.
• Excellent understanding of IT support principles and methodologies.
• Demonstrated ability to lead and motivate a team.
• Exceptional problem-solving and analytical skills.
• Superb communication and interpersonal skills, with a focus on customer service excellence.
• Experience with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to work effectively under pressure and manage multiple priorities.
• A degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Certifications such as ITIL, CompTIA A+, or Network+ are a plus.

• Provide first- and second-level technical support for hardware, software, and network issues.
• Diagnose and resolve complex technical problems for clients via phone, email, and remote access tools.
• Install, configure, and maintain computer systems, servers, and network equipment.
• Manage and troubleshoot operating systems (Windows, macOS, Linux) and various software applications.
• Assist with the setup and deployment of new IT infrastructure.
• Document technical issues, solutions, and procedures.
• Conduct regular system checks and performance monitoring to prevent issues.
• Provide training and guidance to end-users on IT best practices.
• Collaborate with other IT teams to escalate and resolve issues that require specialized expertise.
• Stay current with the latest technology trends and security best practices.

• Proven experience as a Technical Support Engineer or similar role.
• Strong knowledge of operating systems (Windows Server, Active Directory, macOS, Linux).
• Experience with network protocols, hardware troubleshooting, and software installation.
• Familiarity with virtualisation technologies (e.g., VMware, Hyper-V) is a plus.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Relevant IT certifications (e.g., CompTIA A+, Network+, CCNA) are highly desirable.
• Ability to work independently and as part of a team in a fast-paced environment.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

• Lead and manage a team of technical support specialists.
• Oversee the daily operations of the IT helpdesk and ensure efficient ticket management.
• Develop, implement, and maintain IT support policies and procedures.
• Act as a primary escalation point for complex technical issues.
• Troubleshoot hardware, software, and network problems.
• Ensure Service Level Agreements (SLAs) are met and customer satisfaction is high.
• Manage and update the knowledge base with relevant solutions and guides.
• Collaborate with other IT teams to resolve recurring issues and improve system stability.
• Monitor support performance metrics and identify areas for improvement.
• Provide training and mentorship to the support team.

• Proven experience in a technical support role, with at least 2 years in a lead or supervisory capacity.
• Strong knowledge of operating systems (Windows, macOS, Linux), hardware, software, and networking concepts.
• Experience with IT support ticketing systems (e.g., Zendesk, Jira Service Management, ServiceNow).
• Familiarity with ITIL framework and best practices.
• Excellent problem-solving and diagnostic skills.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage and motivate a team effectively.
• Customer-focused attitude with a passion for service excellence.
• Relevant IT certifications (e.g., CompTIA A+, Network+, MCSA) are a plus.
• Ability to work effectively in a hybrid work environment.

• Provide comprehensive technical support to clients via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve complex software and hardware issues.
• Escalate unresolved issues to appropriate internal teams (e.g., development, systems administration) with detailed documentation.
• Guide users through problem-solving processes and provide step-by-step solutions.
• Document all support interactions, resolutions, and technical issues in the ticketing system.
• Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base articles.
• Identify trends in customer issues and provide feedback to the product development team.
• Ensure adherence to service level agreements (SLAs) for response and resolution times.
• Stay up-to-date with product updates and new technologies.

• Proven experience in a technical support or helpdesk role, preferably supporting software products.
• Strong technical aptitude and troubleshooting skills across various operating systems and applications.
• Excellent understanding of IT concepts, networking, and common software architectures.
• Proficiency with helpdesk ticketing systems and remote support tools.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to explain technical concepts clearly and concisely.
• Strong organizational skills and the ability to manage multiple priorities.
• A proactive approach to problem-solving and continuous learning.

• Providing first-line technical support to end-users via phone, email, and ticketing systems.
• Troubleshooting and resolving hardware, software, and network issues.
• Installing, configuring, and maintaining computer hardware, software, and peripherals.
• Managing user accounts and access permissions.
• Diagnosing and escalating complex technical problems to senior IT staff when necessary.
• Documenting support incidents, resolutions, and user guides.
• Assisting with IT asset management and inventory control.
• Conducting regular system checks and performing preventative maintenance.
• Providing technical training and guidance to end-users.
• Contributing to the continuous improvement of IT support processes and knowledge base.
• Ensuring all IT policies and security protocols are adhered to.
• Responding to urgent support requests within defined service level agreements (SLAs).

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with common office productivity software (e.g., Microsoft Office Suite).
• Experience with network troubleshooting (TCP/IP, DNS, DHCP).
• Proficiency in hardware and software installation and configuration.
• Excellent problem-solving and analytical skills.
• Strong customer service and communication abilities.
• Ability to explain technical concepts clearly to non-technical users.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are a plus.
• Experience with IT ticketing systems (e.g., Jira Service Desk, ServiceNow).