Technical Support Agent

The Technical Support Agent is responsible for providing front-line technical support to internal & external users, including customers, partners, and third-party users of company-supported systems and solutions. This includes supporting business-critical applications, point-of-sale or operational systems, associated hardware, software, and user accounts.

The role focuses on delivering a high standard of customer service, resolving incidents and service requests where possible at first contact, and ensuring accurate logging, ownership, and escalation of issues in line with agreed Service Level Agreements (SLAs) and internal support processes.

The Technical Support Agent works closely with the internal IT Service Desk, escalating issues appropriately where resolution falls outside defined responsibilities or documented solutions., The main duties of the Technical Support Agent are listed below. It is the nature of the role that each activity will have its own range of demands, which the post holder will be expected to meet.

• Act as a primary point of contact for external users reporting IT-related incidents and service requests
• Support users via telephone, email, and remote desktop tools
• Provide first-call resolution where possible using approved procedures, documentation, and knowledge articles
• Log, categorise, and prioritise all incidents and service requests accurately within the company ticketing system
• Take ownership of incidents and service requests through to resolution where appropriate, or escalate to internal IT support teams in line with agreed escalation paths
• Work in line with agreed SLA thresholds for all incidents and service requests
• Maintain clear, professional communication with users, providing regular updates on progress and resolution
• Demonstrate an understanding of the supported business models and tailor support accordingly

Operational Responsibilities

• Perform external user support tasks, including but not limited to:
• Tracking and basic auditing of supported equipment
• User account administration in line with documented procedures
• Security access requests in accordance with approval and governance requirements
• Hardware and software configuration, support, and troubleshooting within defined scope
• Accurately document troubleshooting steps, actions taken, and outcomes within tickets to support effective escalation and knowledge sharing
• Work collaboratively with internal teams to ensure smooth handover and resolution of escalated issues
• Assist the Service Desk Supervisor and/or IT Manager with departmental initiatives or tasks where required
• Follow all departmental standard operating procedures, work instructions, policies, and escalation guidelines
• Undertake limited travel within the UK when required to support business initiatives
• Carry out any other duties deemed appropriate by the Service Desk Supervisor and/or IT Manager to ensure the smooth running of the department and business

Professional Conduct

• Deliver customer service excellence in every interaction
• Demonstrate excellent interpersonal skills with a calm, professional, and customer-focused approach
• Communicate effectively both verbally and in writing
• Maintain confidentiality, tact, and discretion at all times
• Organise and manage administrative duties in a structured and methodical manner
• Demonstrate accuracy and attention to detail
• Use initiative appropriately within defined responsibilities
• Behave in a professional manner that does not bring the company brand into disrepute

Skills and Technical Ability

This role would suit a candidate who enjoys customer-facing technical support, can adapt to supporting a range of users and systems, and is committed to delivering a consistent, high-quality support experience while working within defined processes and escalation paths.

Essential

· Understanding of incident and request management within a customer-facing or technical support environment

· Basic understanding of PC hardware and operating system setup and configuration

· Professional telephone manner and strong communication skills

· Analytical approach to problem solving

· Good organisational, time management, and prioritisation skills

· Ability to multitask and manage multiple issues within a busy environment

· Excellent interpersonal skills with a calm and professional approach

· Strong awareness of confidentiality, tact, and discretion

· High level of accuracy and attention to detail

Desirable

· Previous experience within a customer service, service desk, or technical support function

· Awareness or understanding of ITIL principles

· Familiarity with Android and iOS devices

Pulled from the full job description

• Employee discount
• Company pension
• On-site gym
• Cycle to work scheme
• On-site parking, * Company pension
• Cycle to work scheme
• Employee discount
• On-site gym
• On-site parking

Application question(s):

• Tell me about a time you diagnosed a network or connectivity issue. What steps and tools did you use to identify the cause?
• Tell me about a time you had to troubleshoot a technical issue for a user. How did you identify the problem, what steps or tools did you use, and what was the outcome?