Technology Support Specialist

Witan Search

Technology Support Specialist providing technical support for hardware and software installations. Assisting customers and end users while ensuring a smooth experience with technology platforms.

Posted 5/8/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Serve as an expert in hardware and software offerings and how they interact with equipment
Provide technical support through various channels on installation, operation, and troubleshooting in accordance with policies and procedures
Voice suggestions and concerns regarding user experience opportunities or issues
Act as primary intermediary between engineering teams and users regarding installation, function, and use of technology products
Develop and maintain documentation, including knowledge articles, runbooks, and FAQs
Proactively identify recurring issues and recommend process or product improvements
Meet or exceed contact center quality metrics (FCR, ASA/response time, handle time, CSAT) while balancing SLA commitments
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or equivalent required
Bachelor’s degree in a technical field preferred
Associate’s degree in a technical field with two years’ related experience considered
Four (4) years related experience preferred (or equivalent combination of education and experience)
1–2 years SaaS or product support experience in a customer-facing role a plus
Experience with Tier 1 and Tier 2 support, including clear escalation practices
Contact-center support experience handling calls, chats, and emails
Familiarity with contact center applications (e.g., Genesys Cloud, Five9, Avaya)
Experience with Incident Management Systems (e.g., Zendesk, ServiceNow, Freshdesk)
ITIL familiarity is a plus

Benefits

Comp & perks

Reliable high-speed internet and suitable workspace required

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportinstallationtroubleshootingdocumentationprocess improvementSaaS supportTier 1 supportTier 2 supportincident managementcustomer service

Soft Skills

communicationproblem-solvinguser experienceinterpersonal skillsteam collaborationsuggestion voicingquality metrics focuscustomer-facing experienceadaptabilityattention to detail

Certifications

ITIL