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    • The Technical Support Specialist is responsible for resolving software and hardware user inquiries received via telephone and email.
    • Provide first-line technical support to end-users via phone, email, and in person.
    • Assist with user account management and access permissions.
    • Excellent communication and interpersonal skills, with a strong commitment to providing an exceptional employee support experience.
    • Resolve issues individually or in conjunction with your peers in a timely and effective manner utilizing excellent troubleshooting skills for all hardware used…
    • Working with our Technical Support team leader and the senior management team, you’ll be responsible for enhancing our existing customer support operations for…
    • You will be involved in a wide range of activities including user support, system maintenance, troubleshooting, and assisting with IT projects.
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    • Ability to manage multiple support cases and priorities simultaneously.
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    • Provide support for user account management, such as password resets and access requests.
    • Experience in a service desk support role.
    • Identify, escalate, and assist in resolving service incidents alongside Planet's support teams to minimize impact on end-users and business operations.
    • Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.
    • Provide clear, professional communication to end users throughout the support process.
    • IT support: 2 years (preferred).
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    • Participate in on-call rotation to provide after-hours support as needed.
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Job Post Details

Technical Support Specialist - job post

Phoenix Data Systems, Inc.
Remote
Full-time

Job details

Job type

  • Full-time

Benefits

Pulled from the full job description

  • Annual leave
  • Life insurance

Full job description

Position Overview

This role primarily supports customers across the United Kingdom and requires excellent communication skills and a customer-focused mindset.

The Technical Support Specialist is responsible for resolving software and hardware user inquiries received via telephone and email. The successful candidate should have a strong customer service/help desk orientation and be able to diagnose and resolve technical software issues. We are willing to train someone with a good attitude.

Key Responsibilities

  • Deliver professional and top-quality customer service to all customers while performing within departmental targets
  • Provide technical support to customers pertaining to installations, upgrades, operational and technical issue resolution
  • Document all customer interactions consistently, thoroughly and free of grammatical errors
  • Communicate issues clearly and effectively to both customers and internal departments

Required Qualifications and Skills

  • BA or BS in Information Systems, 2 years related experience or an equivalent combination of education and experience
  • Experience with Microsoft Office products, Windows Server, Windows OS, Apple iOS, and Android OS
  • Excellent verbal and written communication skills to interact effectively with customers

Preferred Skills

  • Microsoft SQL Server experience
  • Microsoft Web Server (IIS)
  • Experience with quality assurance practices and methodologies

Benefits

  • Monthly phone and internet allowances
  • Employer pension and National Insurance contributions
  • Life Insurance
  • Business travel insurance
  • Bonuses
  • TS Commissions
  • Paid UK public holidays
  • Generous annual leave in line with UK employment standards

Please forward your CV with salary requirements to HR@goaims.com

No phone calls, please

Company Overview

Phoenix Data Systems, Inc. is an established leader in Computerized Maintenance Management Software (CMMS) serving 3,000 hospitals with over 35 years of experience in the industry.

Our employees enjoy a work environment that encourages skill improvement and personal growth with collaborative office culture.

Work Location: Remote

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