Technical Support Specialist

Salary: £50,000 - 65,000 per year

Requirements

• We are looking for someone with proven ability to build strong customer relationships and earn trust through effective communication.
• We need excellent customer service skills with the ability to communicate clearly and confidently.
• We require strong problem-solving skills and the tenacity to see challenges through to resolution.
• We are seeking solid technical expertise across Windows and Linux environments, with hands-on troubleshooting experience.
• We need experience supporting critical systems and infrastructure, with the ability to prioritise and escalate quickly.
• We prefer extensive knowledge of Windows and Linux operating systems.
• We value experience with virtualisation, backup, high availability, and networking technologies.
• We look for a track record of collaborating with internal teams to deliver solutions that meet customer expectations.
• We need the ability to manage a varied caseload of multiple concurrent customer issues.
• We value flexibility to take on additional responsibilities as the role evolves.
• We prefer exposure to enterprise storage solutions such as Windows, NetApp, Dell, and Nutanix.
• We value detailed knowledge of Microsoft Server and domain administration.
• We prefer experience administering and monitoring cloud-based environments such as AWS and Azure.

Responsibilities

• We respond to customer enquiries via phone and email, providing technical assistance and resolving issues within stringent SLAs.
• We remotely troubleshoot and diagnose software incidents, guiding customers through step-by-step solutions or escalating to higher-level support teams as required.
• We document and track all customer interactions, incidents, and resolutions accurately using our internal ticketing system.
• We collaborate with support team members and other departments to ensure timely resolution and effective communication of solutions.
• We simulate and recreate incidents to provide detailed, experience-based resolutions.
• We contribute to our technical knowledge base to support customer portal self-service.
• We participate in our on-call out-of-hours support rota.
• We attend regular training sessions and workshops to stay current with product developments.
• We conduct application log file analysis for incident diagnosis or development escalation.
• We maintain a positive and professional approach in all customer interactions, reflecting our commitment to excellent service.

Technologies

• AWS
• Azure
• Cloud
• Support
• Linux
• Nutanix
• Windows

More

We are a fast-growing global software business and a recognised leader in our field. Our culture is built on mutual respect, integrity, and hard work, and we are focused on the long-term success of our customers and the people who support them. This is a work-from-home Technical Support Specialist role where you will be part of a dynamic team, work cross-functionally with internal departments, and play a pivotal part in helping enterprise customers solve complex technical challenges. If you share our values and are ready to make an impact, we would love to hear from you.

last updated 22 week of 2026