Job Description
We are looking for a detail-oriented and proactive Weekend Technical Support Specialist to join our growing team in London. In this role, you will be the first point of contact for our clients during peak weekend hours, ensuring seamless technical operations and exceptional customer satisfaction.
As a key player in our support team, you will troubleshoot hardware and software issues, manage ticket queues, and collaborate with the engineering department to resolve complex technical challenges. If you have a passion for technology and thrive in a fast-paced environment, we want to hear from you.
Responsibilities
- Provide high-quality technical support to customers via phone, email, and live chat during weekend shifts.
- Diagnose and resolve hardware, software, and network connectivity issues efficiently.
- Document all support interactions and technical resolutions in our CRM system.
- Escalate complex issues to senior engineers or third-party vendors when necessary.
- Maintain a high level of customer satisfaction by adhering to service level agreements (SLAs).
- Assist in the installation, configuration, and maintenance of end-user devices.
Qualifications
- Minimum of 1-2 years of experience in IT support, help desk, or a similar technical role.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with network troubleshooting (TCP/IP, DNS, DHCP).
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Ability to work flexible weekend hours, including weekends and public holidays.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.