Technical Support Specialist

LoadSpring is expanding beyond hosting into the world of predictive transformation. At LoadSpring we bridge innovation and transformation with our LoadSpring Cloud Platform and the integrated data capabilities we provide through LoadSpring INSIGHTS. Our technology solutions provide a secure hosting platform to run the project and capital-intensive industries most crucial project applications delivering a reporting and analytical database of clean accurate relevant and structured data.

LoadSprings innovative tenacious and driven professionals benefit from a unique working environment where our teams blend varying perspectives experiences and technologies to solve complex our value-filled environment youll feel supported with workplace flexibility commitment to health and wellness and varied professional growth opportunities. We are excited to invite you to apply for our Technical Support Specialist position and see how you can help top companies around the globe unlock the power of their data and position them to make the best strategic business decisions!

This is a fully remote position within the United Kingdom.

About the Technical Support Specialist position:

The Technical Support Specialist is responsible for troubleshooting and resolving issues across business applications networking and hardware by digging deep to find solutions collaborating with third-party vendors and ensuring every customer interaction ends with confidence and satisfaction. Beyond troubleshooting the Technical Support Specialist ensures every detail is captured every task is prioritized and every customer stays up and running.

What youll do as a Technical Support Specialist:

Customer Support

• Fields support calls chat email and/or other communication from users with inquiries regarding hosted software connectivity printing and similar concerns.
• Works with customers to reproduce investigate and resolve challenges with computer software servers apps networking and hardware while ensuring cases are in line with the current SLGs.
• Guides customers through diagnostic and troubleshooting processes which may include the use of diagnostic tools and software and/or following verbal instructions.
• Identifies and troubleshoots application alerts presented from the company monitoring software.
• Identifies and escalates complex or unresolved tickets to higher-tier support or the product team ensuring prompt and precise resolution.
• Collaborates with internal staff and 3rd party vendors to research and drive to resolution customer challenges.
• Identifies recurring case generation issues and works with internal and external teams to identify and implement permanent fixes.
• Helps to create and maintain a culture of continuous improvement within the support and broader organization.
• Performs application QAs in support of new customer setups upgrades or patching.
• Ensures that customer challenges are responded to and information is shared with customers in line with our documented security policies.
• Verifies all change management processes are followed and documented as per the current guidelines.

Documentation

• Creates Knowledge base articles to record and document fixes to common customer challenges.
• Maintains documentation of all steps taking and customer interactions in the relevant support cases.
• Demonstrates excellent verbal and written communication skills with customers and internal team.

Professional Development

• Effectively completes training within the timeframe required by the business.
• Maintains current knowledge of technological innovations and trends.

Process

• Follows Change Management processes to implement configuration changes.
• Follows Problem Management processes to troubleshoot and resolve recurring issues.
• Participates in the on-call rotation to ensure 24 x 7 support of IT operations.

Mentoring:

• Acts as a mentor to more Jr. staff within the support team providing guidance training and knowledge sharing.

What you need to be a successful Technical Support Specialist:

• 2-4 years of experience in IT customer support with a strong focus on applications.
• Prefer experience with applications such as Primavera Autodesk ESRI or equivalent tools.
• Experience with Windows Operating systems including Server 2016 & 2019.
• Knowledge of construction project management processes and procedures a plus.
• Proficient with installation and configuration of hardware and software.
• Intermediate knowledge of troubleshooting application infrastructure.
• Ability to handle case escalations troubleshooting error messages and implement fixes identifying relevant escalation paths if unable to resolve.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Attention to detail and a commitment to quality.
• Strong analytical and problem-solving skills.
• Bachelors degree in Computer Science or related field preferred.
• Ability to work fully remote Monday-Friday AND a weekend on-call rotation of at least once every 4 weeks and a minimum of 3 bank holidays per year.

Salary range is 28000 - 33000 per year. This range may vary depending on the experience qualifications and other factors of the individual being hired.

World Class Benefits

Were proud of our high-energy collaborative and genuinely enjoyable working environment. Our team is passionate about what they dokeen to come to work eager to learn and driven to succeed. To keep you happy healthy and motivated we offer a range of benefits and perks including:

• An entrepreneurial culture where individuals are empowered leadership is approachable and your ideas are truly valued and actioned.
• A workplace where senior leaders act as partnersencouraging innovation and supporting your professional growth.
• A team that shares a passion for cloud technology digital transformation and delivering outstanding customer service.
• A highly collaborative environment where everyone feels connected and involvedregardless of where youre based.
• Plus a comprehensive benefits package including private healthcare dental and vision cover life insurance pension contributions and more.

Equality

LoadSpring Solutions Ltd. is an equal opportunities employer. We welcome applications from all suitably qualified individuals regardless of race colour religion sex national origin disability status protected veteran status or any other characteristic protected by law. If you require reasonable adjustments during the recruitment process due to a disability please let us know. We are happy to accommodate and ensure no applicant is disadvantaged as a result. For certain positions at LoadSpring Solutions Citizenship British Citizenship or indefinite leave to remain under the EU Settlement Scheme may be a requirement. Where applicable verification of such status will be necessary upon acceptance of an employment offer.

Disclaimer

Please be aware that fraudulent individuals and organisations may post fake job advertisements using our companys name or branding. We take these matters seriously and are committed to preventing fraudulent activity. To ensure your safety please always verify the legitimacy of job postings and emails originating solely from the domain domain or from the email address We do not request personal information or payment for job applications interviews or employment offers. If you suspect a job posting or email to be fraudulent please report it to Thank you for your vigilance and cooperation.