Technical Support Administrator

We're looking for a highly organised, reliable, and proactive Technical Support Administrator to join our team. This role goes beyond traditional helpdesk support and offers exposure to IT operations, procurement, reporting, customer service, and business administration.

You'll play a key role in ensuring our support function runs efficiently while providing exceptional service to both customers and colleagues.

• Act as the first point of contact for helpdesk tickets and support enquiries.

• Assign, manage, and monitor tickets through Freshdesk.

• Monitor helpdesk performance and provide regular reporting.

• Assist with purchasing IT equipment and software.

• Follow up on supplier orders and delivery timelines.

• Coordinate with vendors regarding hardware replacements and warranty claims.

• Respond to customer enquiries professionally and efficiently.

• Maintain detailed records of customer interactions, troubleshooting activities, and issue resolutions.

• Create and update technical documentation and support procedures.

• Escalate technical issues where required and coordinate with internal teams to ensure timely resolution.

• Keep customers and stakeholders informed throughout the support process.

• Support continuous improvement of operational processes and service delivery standards.

A reliable internet connection (fibre preferred), access to a laptop or desktop that meets basic work requirements, and a backup solution for connectivity or power outages where possible.

• Fully remote position.

• Work with a UK-based company and international clients.

• 40 days paid holiday annually.

• Exposure to technical support, operations, procurement, and business administration.

• Supportive team environment with opportunities to grow and develop.

Monday to Friday 08:30 – 17:00 (UK Time)

• Minimum 2 years' experience in technical support, helpdesk, or IT administration.

• Strong administration and organisational skills.

• Proficiency in Microsoft Excel, Word, Outlook, and Teams.

• Excellent written and verbal communication skills.

• Strong customer service skills and the ability to handle challenging situations professionally.

• Ability to prioritise workload and work effectively under pressure.

• High attention to detail and strong problem-solving skills.

• Experience using Freshdesk or similar ticketing systems.

• Knowledge of hardware, software, networking, and troubleshooting principles.