Remote Technical Support Specialist

Salary: £45,000 - 85,000 per year

Requirements

• We have 2-4 years of experience in IT customer support, with a strong focus on applications.
• We prefer experience with applications such as Primavera, Autodesk, ESRI, or equivalent tools.
• We have experience with Windows operating systems, including Server 2016 and 2019.
• We have knowledge of construction project management processes and procedures, which is a plus.
• We are proficient in the installation and configuration of hardware and software.
• We have intermediate knowledge of troubleshooting application infrastructure.
• We can handle case escalations, troubleshoot error messages, implement fixes, and identify relevant escalation paths when issues cannot be resolved.
• We can explain technical issues to both technical and non-technical employees and customers.
• We have excellent communication and interpersonal skills.
• We can work independently and as part of a team.
• We have strong attention to detail and a commitment to quality.
• We have strong analytical and problem-solving skills.
• We prefer a bachelors degree in Computer Science or a related field.
• We can work fully remote Monday through Friday, plus a weekend on-call rotation at least once every 4 weeks and a minimum of 3 bank holidays per year.

Responsibilities

• We field support calls, chat, email, and other communications from users with inquiries regarding hosted software, connectivity, printing, and similar concerns.
• We work with customers to reproduce, investigate, and resolve challenges with computer software, servers, apps, networking, and hardware while ensuring cases align with current SLGs.
• We guide customers through diagnostic and troubleshooting processes, including using diagnostic tools and software or following verbal instructions.
• We identify and troubleshoot application alerts presented from our monitoring software.
• We escalate complex or unresolved tickets to higher-tier support or the product team to ensure prompt and precise resolution.
• We collaborate with internal staff and third-party vendors to research and resolve customer challenges.
• We identify recurring case generation issues and work with internal and external teams to implement permanent fixes.
• We help create and maintain a culture of continuous improvement within the support team and the broader organization.
• We perform application QAs in support of new customer setups, upgrades, or patching.
• We ensure customer challenges are responded to and information is shared in line with our documented security policies.
• We verify that all change management processes are followed and documented according to current guidelines.
• We create knowledge base articles to document fixes to common customer challenges.
• We maintain documentation of all steps taken and customer interactions in the relevant support cases.
• We demonstrate excellent verbal and written communication skills with customers and internal teams.
• We complete training within the timeframe required by the business.
• We maintain current knowledge of technological innovations and trends.
• We follow change management processes to implement configuration changes.
• We follow problem management processes to troubleshoot and resolve recurring issues.
• We participate in the on-call rotation to ensure 24/7 support of IT operations.
• We act as a mentor to junior staff within the support team, providing guidance, training, and knowledge sharing.

Technologies

• Cloud
• Hardware
• Support
• Security
• Windows

More

We are LoadSpring, expanding beyond hosting into predictive transformation. Through our LoadSpring Cloud Platform and LoadSpring INSIGHTS, we provide secure hosting and integrated data capabilities that deliver clean, accurate, relevant, and structured data for project and capital-intensive industries. We offer a fully remote position within the United Kingdom with a collaborative, entrepreneurial culture, workplace flexibility, health and wellness support, professional growth opportunities, and a comprehensive benefits package that includes private healthcare, dental and vision cover, life insurance, and pension contributions. We value diverse perspectives and are committed to equality, with a salary range of £28,000 to £33,000 per year depending on experience.

last updated 28 week of 2026