What Jobs are available for Technical Support in Walthamstow?
Showing 129 Technical Support jobs in Walthamstow
Snr. Technical Support Engineer, Prisma Cloud - Focused Services (Security Clearance Required)
Posted 1 day ago
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Job Description
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Who We Are
We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!
Job Description
Your Career
You will work firsthand with our valued customers to address their complex post–sales concerns where analysis of situations or data requires an in–depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non–technical and technical professionals.
You will regularly participate in technical discussions with multi–functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Your Impact
- Provide dedicated Technical Support for Prisma Cloud, ensuring service excellence in line with the statement of work and industry best practices
- Respond to user-reported issues within defined SLAs, ensuring high customer satisfaction
- Triage and resolve technical issues via ticketing systems, phone, and remote sessions
- Troubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teams
- Identify root causes (code, configuration, or environment), and work with engineering and product teams to deliver permanent solutions
- Share insights from customer interactions to improve our product and support experience
- Document troubleshooting steps and resolutions clearly for both internal and customer use
- Lead root cause analysis and coordinate corrective actions to prevent recurrence
Your Experience
Mandatory Requirements
Due to the nature of this role and the customers we support, candidates must either:
- Have lived in the UK for the last 5 consecutive years, or
- Hold British Citizenship
- This is essential to obtain UK Security Clearance and is a strict hiring requirement.
- Demonstrated ability to troubleshoot and resolve complex issues across varied environments, independently and effectively
- Experience with cloud-native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, and container registries
- In-depth understanding of public cloud platforms and deployment best practices
- Strong knowledge of network protocols (TCP/IP) and security practices (IPSec, SSL-VPN, NAT, GRE)
- Hands-on experience with cloud infrastructure operations and troubleshooting customer tech stacks.
- Familiarity with SIEM tools, vulnerability management, malware analysis, and firewall configurations
- Ability to communicate complex technical solutions to a wide range of audiences, both technical and non-technical
- Skilled in Python, JSON, YAML, Bash, or other relevant scripting languages
- 3–5 years of experience in Technical Support, or similar hands-on roles
- Bachelor’s/Master’s degree in a technical field or equivalent practical/military experience
The Team
Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.
You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
Our Commitment
We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
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Technical Support
Posted today
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Job Description
Global UK-Based Cyber Security Startup in Essex seeking a Technical Support Apprentice
Are you passionate about technology? Ready to kickstart your career with a fast-growing, cutting-edge company in the cyber security industry? We are a dynamic, UK-based global cyber security startup, located in Essex, and we're on the lookout for an enthusiastic person to join our team.
You will be working with an enterprise-grade startup team, and you will have access to a wealth of learning resources – think of it as your own Aladdin's cave of training materials, tools and mentors -to become a cybersecurity technical support guru. For this reason, this is an "in-office" role perfect for someone who is ready to dive headfirst into their tech career and willing to work hard and learn fast.
Our company is at an exciting crossroads—we're on the verge of being cash-flow positive and have already turned down multiple acquisition offers. As a key member of our startup, you'll have a chance to be part of something special, helping us scale to the next level.
This role is perfect for a college leaver, but anyone with a passion for support and technology will be ideal.
This Role Is For You if You:
- Love technology. For you it's a passion that you want to turn into a career.
- Love helping users. You get satisfaction from helping others.
- Have a personal interest or background in coding and development (Base skills) that you are keen to build upon.
- Are a fast learner. You are resourceful and able to teach yourself new technology fast using Google / ChatGPT / YouTube (and love doing so)
- Are keen to expand your skillset in cloud architecture, development, AI tools and devops.
- Are excited by a startup opportunity where your contributions will be visible, impactful and meaningful.
- Are able to commute to an office in Shenfield (Essex/London Border) every day (This is not a remote position).
Your Key Responsibilities
Initial responsibilities will include the following, but this job will evolve over time into a more DevOps based role.
- User Support: Provide technical support to users, helping them resolve functional issues and make the most of our platform.
- Technical Troubleshooting: Assist with identifying and troubleshooting technical issues, and getting involved from a development perspective to identify and remediate issues. Escalating to the development team when required.
- User Demos: Demonstrating the platform, product features, or anything else needed by the users to be able to use the product effectively.
- Working together with Customer Experience: Gathering and acting on feedback, escalating bugs and feature requests to the relevant team.
- User account admin: Adding licenses, updating organisations and other account admin.
This is the perfect opportunity for someone looking to make a mark in the tech world. You'll be a key player in our success story, and in return, we'll give you the training, support, and opportunities to thrive in the world of cybersecurity.
We will be arranging a group interview to talk more about the role your application in today to hear more about the role. The group interview will be with the CEO and you will have the opportunity to ask more questions before being taking through to the next stage.
Job Type: Full-time
Work Location: In person
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Technical Support Apprentice
Posted 12 days ago
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Job Description
Standard (Mon-Fri)
**Environmental Conditions**
Office
**Job Description**
When you're part of the team at Thermo Fisher Scientific, you'll do important work. And you'll have the opportunity for continual growth and learning in a culture that empowers your development. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
Location/Division Specific Information
Join our dedicated team where you'll support the Unity Lab Services Asset Utilisation program and help provide our customers with valuable insights into their lab instrument utilisation.
**Discover Impactful Work:**
At Thermo Fisher Scientific, you will contribute to world-class initiatives that make a difference globally. Your efforts will help successfully implement and support operations strategies.
**A day in the Life:**
+ Work with team members and customers to understand individual customer business needs and internal barriers to the implementation of asset utilisation monitoring solutions.
+ Coordinate with customer IT and lab teams to plan and implement utilisation monitoring tools and services.
+ Manage implementation project tasks and timelines including data gathering, review, and software deployment.
+ Deploy new licenses and support existing install bases, ensuring high accuracy in a data-sensitive environment.
+ Perform remote management of servers and application installation, maintenance, and support.
+ Interact with remote laboratory instruments and PCs required to support the implementation process.
**Keys to Success:**
Outstanding organisational skills, strict attention to detail, and a proven ability to collaborate effectively with diverse teams are essential for growing in this role.
**Education**
+ Secondary school or equivalent experience required.
**Experience**
+ Knowledge of Windows network and system administration tasks.
+ Familiarity with standard MS Office software applications.
+ Collaborate across a variety of teams (geographic, business type, management style).
**Knowledge, Skills, Abilities**
+ Strong communication and interpersonal skills.
+ Ability to determine priorities and work independently.
+ Outstanding problem-solving abilities and the ability to communicate sophisticated ideas in a simple way.
**This role is an Apprenticeship so involves working 80% and continued study of a specific course 20% of the time.**
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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Technical Support Analyst
Posted 23 days ago
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Job Description
We’re Civica, and we create software that helps deliver critical services for citizens all around the world. From local government, to education, health, and care, over 5,000 public bodies across the globe use our software to provide essential services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those who serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point in our journey to realise that aspiration.
We are looking for a Technical Support Analyst to work full time on the internal systems across the Democracy and Governance Division. Reporting to the Divisional Head of Cloud Operations.
The role is within the Democracy and Governance Division who deliver timely and high-quality software and services to customers across many industry and local government sectors. This role is primarily responsible for supporting end-users in resolving technical problems and responding to technical incidents, requests and change requests, resolving problems in a timely manner.
Responsibilities:
- Ensures that all requests for support are dealt with according to set standards and procedures.
- Diagnoses incidents and problems according to agreed procedures. Investigate root cause of incidents and seeks resolution.
- Work closely with the others in identifying and resolving the root cause of incidents, providing permanent solutions or acceptable work arounds.
- Uses initiative to solve problems in a systematic, disciplined, and analytical manner.
- Responsible for supporting IT services to a high standard ensuring data security, availability, and integrity of business data.
- Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
- Perform physical activities on-site where necessary (for example, Tape Rotations, Cable patching, replacing hardware components).
- Perform any task deemed necessary by the line management to maintain smooth running of support.
- Receive and handle complex technical requests and resolve them in a timely and accurate manner, escalating where necessary.
- Demonstrate timely, accurate and professional, verbal and written, communication skills.
- Identify opportunities for automation of tasks.
- Liaise with Civica business units and 3rd parties to ensure a seamless resolution of incidents and problems as required.
- Systems monitoring for potential capacity, performance and security issues and setting up of automated alerts
- Proficient in working with industrial print management systems and print spooler software and services, with a strong understanding of their configuration, troubleshooting, and integration within enterprise environments.
- Proficient in working with scanning systems and forms recognition software, with a strong understanding of their configuration, troubleshooting, and integration within enterprise environments.
- Assist with the deployment of division specific client applications and software, and provide support in troubleshooting any issues that may arise during or after implementation.
- Demonstrates proficiency in troubleshooting Windows operating systems, including imaging and reimaging devices when required.
- Good understanding of data security, network security, systems security & security controls
Requirements
- Experience of working within a direct end user facing environment
- Good understanding of ITIL Process and procedures
- Windows Server 2016 / 2019 / 2022
- Microsoft Active Directory, LDAP, DNS and DHCP
- Microsoft Distributed File System
- Microsoft Active Directory Users and Groups
- Microsoft ACL’s and Security Groups
- Microsoft Office Suite
- Windows Print Services and Management
- Windows Security and Patch Management
- Administration of Microsoft Active Directory, DNS and Group Policy
- Excellent understanding of IT software security concepts, systems, & controls
- Monitoring and maintaining computer systems, networks and printers, troubleshooting systems and network problems, diagnosing and solving software faults.
- Strong organization, communication, analytical, decision-making skills.
- Ability to document technical systems
Why You'll Love Working with Us
As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities.
We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect:
Benefits
Time Off & Work-Life Balance
25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
Days of Difference – Up to 3 extra days off for volunteering.
Financial Well-being & Security
Pension Contributions – 5% employer match to support your future.
Income Protection – Up to 75% salary cover for long-term illness.
Life Assurance – 4x salary tax-free lump sum.
Critical Illness Cover – £25,000 lump sum (extendable to dependents).
Health & Perks
Private Medical Insurance – Fast access to private healthcare.
Health Cash Plan – Claim back physio, therapies & more.
Dental Insurance – Cover for routine & emergency care.
Affinity Groups – Join employee-led communities.
Bounty Bonus – Refer a friend & get rewarded.
At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.
We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.
If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.
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Technical Support Officer
Posted 24 days ago
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To provide essential technical and administrative support to the Southwark Cleaning management team and contribute to the effective organisation and coordination of resources across the Cleaning, Grounds Maintenance, and Tree Services teams. The postholder will support service delivery by handling a range of administrative tasks, contributing to internal communications, and liaising with internal departments and external contractors.
Key Accountabilities:Provide general and technical administrative support to the Cleaning, Grounds Maintenance, and Tree Services operations teams.Accurately process data entry tasks, maintain filing systems (digital and paper), and handle photocopying and document management.Manage all aspects of post handling, including mail merges, sorting, distributing incoming post, and preparing outgoing post for despatch.Act as liaison between internal departments and teams to gather, exchange, and share relevant operational information.Support face-to-face customer and contractor interactions, and provide back-up support for the Commercial Waste Services team as required.Draft and initiate correspondence on behalf of the team or in response to operational needs, ensuring professionalism and clarity.Assist in the creation of presentations and lead/support the planning and facilitation of internal workshops or team development sessions. RequirementsEnsuring compliance with Health & Safety in the workplace
Supporting Performance Management and working in line with Investors in People principles
Promoting and adhering to Equal Opportunities and Managing Diversity policies
Maintaining a high standard of Customer Care in all communications and interactions
Participating in Quality Initiatives to drive continuous improvement
Upholding responsibilities under the Data Protection Policy and maintaining confidentiality
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Customer Service & Technical Support Specialist
Posted 24 days ago
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Job Description
In this role, you will be the first point of contact for customers seeking assistance with our products and services. You will handle inquiries via phone, email, and chat, providing timely and accurate solutions to technical issues and general customer service queries. A key aspect of this role involves diagnosing technical problems, guiding customers through troubleshooting steps, and escalating complex issues to the appropriate internal teams when necessary. Building strong customer relationships and ensuring a positive support experience are paramount.
Key responsibilities include:
- Responding to customer inquiries and resolving issues via phone, email, and live chat.
- Providing first-line technical support for our product suite, diagnosing and troubleshooting common problems.
- Guiding customers through setup, usage, and maintenance of our products.
- Escalating unresolved technical issues to senior support staff or relevant departments, providing clear documentation.
- Maintaining detailed records of customer interactions and resolutions in our CRM system.
- Educating customers on product features and best practices.
- Identifying trends in customer inquiries and reporting them to management for product improvement.
- Collaborating with sales and product development teams to enhance the customer experience.
- Achieving key performance indicators (KPIs) for response times, resolution rates, and customer satisfaction.
- Participating in ongoing training to stay updated on product knowledge and support procedures.
- Contributing to the development of knowledge base articles and FAQs.
The ideal candidate will have at least 2 years of experience in a customer service or technical support role, preferably within the tech industry. Strong communication, active listening, and interpersonal skills are essential. You should possess excellent problem-solving abilities and a methodical approach to troubleshooting. Familiarity with CRM software and ticketing systems is required. A technical aptitude and the ability to explain complex information in a clear and concise manner are crucial. This role is based in London and requires a commitment to both remote and in-office working.
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Onsite Technical Support Engineer
Posted today
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Job Description
Onsite Technical Support Engineer
Based: London, onsite full time Type: Full-time Salary: In the region of £38-40k Eligibility: You must be eligible to work in the UK
About the role:
Academia are looking for a knowledgeable, enthusiastic and methodical individual to join our ever expanding services team to help fulfil our service delivery for our customers. This role focuses primarily on the management, deployment, tracking and preparation of a large amount of devices for one of our customers based in central London.
Amongst other tasks, you will be work on:
- Preparation and provisioning of Windows and Apple devices; including but not limited to asset tracking, performing DOA testing, and arranging for the collection and receipt of new devices.
- Imaging and preparation tasks; this includes the application of pre-defined images, builds, task sequences and applications as requested by the customer on a ; or bulk basis
- Monitor and manage actively deployed and stock devices for utilisation and replenishment requirements
- Ensure the smooth deployment and operating of core applications and agents
- Ensure devices are kept up to date with the latest security fixes prior to entering production
- Work with the customer to prepare and issue devices to new starters, new lab devices, or loan devices and work with the respective parties to reclaim devices which need returning
- Work with Academia and the customer to implement, refine and adopt best practices, change management and service criteria
- Perform basic hardware and software troubleshooting techniques to rectify any issues encountered with endpoint devices
- Manage the wiping/locating of lost/stolen devices when required
- Run management/business reports to determine service metrics and utilisation, along with technical reports
Key Skills:
- Fundamental understanding of endpoint hardware, operating systems, and software
- Fundamental knowledge of device management; including Jamf, Intune and MECM/SCCM, Active Directory and Group Policy
- Understanding of the different deployment mechanisms, such as zero-touch, user initiated or manual builds
- A keen attention to detail. Process orientated and driven. Exceptional standards in quality of work
- Able to work independently and as part of a team
- Good written, verbal, and inter-personal communication skills
- Good planning and time management skills
- Ability to meet deadlines and service targets outlined by our contract with the customer. Able to manage customer expectations and report back requested information in a timely fashion
- Fundamental understanding of cyber security and protective measures implemented to enhance security
Why Academia?
Academia is an innovative and rapidly expanding technology company on a mission to transform IT services for large public and private sector customers. We're not just a supplier; we're a trusted partner for thousands of clients.
Our ethos is simple, if we can provide great technology and make it work, we will empower our customers to optimise their investment in technology. Our customers IT success is our business. Building a strong reputation over 20 years as a top-tier provider of IT solutions and services, the company has sustained double-digit growth, with revenues exceeding £150 million in FY24. We have picked up prestigious industry awards along the way, including the highly prized CRN reseller of the year award.
Backed by Strive Capital, which has provided strong financial and strategic support since 2020, Academia is well-equipped to continue expanding into new areas. Our dedicated lifecycle division, launched to meet the growing demand for sustainable IT solutions, reinforces our commitment to reducing environmental impact while supporting the full lifecycle of our technology.
Our culture is built on teamwork, innovation, integrity, ambition, and a commitment to delivering excellent customer service. With ambitious growth plans and a supportive, collaborative environment, Academia is a fantastic place for professionals eager to make an impact. Join us and become part of one of the UK's most exciting tech success stories.
Benefits
Gym membership contribution
Health Cash Plan
Increased annual leave with length of service
Free annual leave on your birthday
Length of service bonus
Flexible working hours
Hybrid working
Free Will Writing service
Life Insurance
And much more
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Biomedical Technical Support Specialist
Posted 5 days ago
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Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?
At Beckman Coulter Diagnostics, one of Danaher's ( 15+ operating companies, our work saves lives-and we're all united by a shared commitment to innovate for tangible impact.
You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact - innovating at the speed of life.
As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory's role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world. Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making-we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.
Learn about the Danaher Business System ( which makes everything possible.
The Biomedical Technical Support Specialist will report to the Manager Customer Technical Support and is part of the Customer Technical Support team based on site in Little Chalfont, Amersham.
In this role, you will have the opportunity to:
+ Provide technical assistance and troubleshooting support for diagnostic equipment and software via phone, email and other to diagnose and resolve technical issues by guiding customers through step-by-step solutions
+ Accurately document customer interactions, issues, and resolutions in the company's service management systems adhering to quality compliance standards.
+ Build and maintain strong relationships with customers by providing exceptional service and follow-up.
The essential requirements of the job include:
+ High school diploma or equivalent; a degree in Life Sciences, Biomedical Engineering, or a related field is preferred.
+ Minimum of 2 years of experience in a customer support or technical support role, preferably within the diagnostics or healthcare industry.
+ Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical customers.
It would be a plus if you also possess previous experience in:
+ Fluent in English; proficiency in additional languages is a plus.
+ Strong problem-solving skills and attention to detail.
#LI-Onsite
Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit .
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Manager Technical Support & Escalation
Posted 13 days ago
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At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you'll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.
Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges.
The Technical Support Manager for Beckman Coulter Diagnostics is responsible to lead our technical support team for Clinical Chemistry diagnostics product lines. This role is critical in ensuring the highest level of customer satisfaction through effective management of the technical support function. The ideal candidate will have a deep understanding of the medical device industry, exceptional leadership skills, and a proven track record in technical support.
This position is part of the European Customer Care located in Europe and will be fully remote. At Beckman Coulter, our vision is to relentlessly reimagine healthcare, one diagnosis at a time.
You will be a part of the Technical Support and Escalation Team and report to the Senior Manager Technical Support and Escalation responsible for
Leadership and Team Management:
+ Lead, mentor, and manage a team of technical support specialists, providing guidance, training, and performance evaluations.
+ Foster a collaborative and high-performance culture within the team.
+ Develop career paths and growth opportunities for team members.
+ Support team members in thinking solutions out of the box to elevate the customer experience.
+ Monitor the Product Line performances.
+ Managing and resolving escalated customer issues, coordinating with other departments when necessary.
Support Strategy and Operations:
+ Develop and implement support strategies, policies, and procedures to enhance the efficiency and effectiveness of the technical support team.
+ Establish and monitor key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and customer satisfaction goals.
+ Coordinate and collaborate with other departments such as R&D, Quality Assurance, and Product Management to resolve complex technical issues and improve product quality.
+ Support new products and reagents introduction cascading the right information to local team of application and engineers
Customer Support:
+ Oversee the timely and accurate resolution of customer inquiries and technical issues through various support channels (phone, email, chat, etc.).
+ Handle escalated customer issues and provide hands-on support when necessary.
+ Ensure a high level of customer satisfaction by maintaining a customer-centric approach and delivering exceptional service.
+ Support Sales during customer visits to explain Service and Application performances and action plan when critical issues have been raised.
Technical Expertise:
+ Maintain a thorough understanding of the diagnostics product line, including features, functionality, common issues, and troubleshooting techniques.
+ Stay updated on industry trends, emerging technologies, and best practices in technical support and diagnostics.
+ Develop and maintain a comprehensive knowledge base of technical support documentation, FAQs, and troubleshooting guides.
Quality and Continuous Improvement:
+ Monitor and analyse support metrics to identify trends, areas for improvement, and training needs.
+ Implement continuous improvement initiatives to enhance the quality of support services.
+ Ensure compliance with regulatory requirements and quality standards in the diagnostics industry.
The essential requirements of the job include:
+ Bachelor's degree in a related field (e.g., Biomedical Engineering, Life Sciences, Information Technology) or equivalent experience.
+ Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or management role.
+ Strong background in the diagnostics industry, with knowledge of diagnostic instruments, assays, and related technologies.
+ Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
+ Strong leadership and team management skills, with the ability to motivate and develop team members.
+ Fluent English
Travel, Motor Vehicle Record Requirements:
+ Willingness to travel 50% of the time
At Beckman Coulter Diagnostics we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Beckman Coulter Diagnostics can provide.
Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.
For more information, visit .
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Apprentice Technical Support Specialist
Posted 4 days ago
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Job Description
Apprenticeship Duties and Learning:
- Provide first-line technical support to users, resolving hardware, software, and network issues.
- Escalate complex problems to senior support staff when necessary.
- Install, configure, and maintain computer hardware, software, and peripherals.
- Assist in troubleshooting network connectivity issues.
- Manage user accounts and access permissions.
- Document support requests and resolutions in a ticketing system.
- Contribute to the creation of support documentation and knowledge base articles.
- Participate in regular training sessions to develop technical skills and product knowledge.
- Learn about IT security best practices and assist in maintaining system security.
- Gain experience in various IT environments and technologies.
- Develop customer service and communication skills.
- Work towards achieving a recognised IT qualification (e.g., Level 3 IT Support Technician).
What We're Looking For:
- A strong interest in technology and IT support.
- Good problem-solving and analytical skills.
- Excellent communication and interpersonal abilities.
- A willingness to learn and a proactive attitude.
- Basic understanding of computer hardware, operating systems (Windows/macOS), and networking concepts is advantageous but not essential.
- Ability to follow instructions and work as part of a team.
- Good organisational skills and attention to detail.
- Must be eligible to work in the UK and meet the apprenticeship funding criteria.
This apprenticeship provides a structured pathway into a rewarding career in the IT sector. You will gain invaluable practical experience, receive mentorship, and work towards a recognised qualification, all within a supportive and dynamic work environment located in the heart of London, England, UK . We are committed to nurturing talent and providing the best possible start to your IT career.
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