Job Description

About Us

Established in 1994, Titchfield Group is one of the UK's largest providers of both Out of Home advertising and commercial property refurbishment services, with offices in both Cardiff, Cuffley, Morecambe, Germany, and Spain.

With over 30 years' experience in the media, building and commercial sectors, our owners have created, developed, and delivered successful campaigns and projects. This covers a range of building services, including to large scale construction developments.

The Role

Titchfield Digital Support Ltd is seeking a skilled and customer-focused Remote Support Desk Operator to provide technical assistance to clients and internal teams. This role involves diagnosing and resolving issues remotely, offering expert guidance, and ensuring a seamless digital support experience. The ideal candidate should have strong problem-solving skills, technical expertise, and excellent communication abilities.

Duties include:

Provide first-line technical support to customers via phone, email, and remote access tools. Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues. Escalate complex issues to senior technicians when necessary and ensure timely resolution. Maintain detailed records of customer interactions and technical solutions. Set up, configure, and troubleshoot routers, PCs, and network devices. Log and manage service requests through the IT ticketing system. Proactively monitor systems and digital platforms to identify potential issues. Assist in performing software updates, patches, and system maintenance remotely. Ensure security protocols and best practices are followed when handling sensitive data. Guide customers through technical procedures and best practices. Provide clear, step-by-step instructions to resolve user issues effectively. Maintain professionalism and patience while handling customer inquiries and complaints. Work closely with internal teams to improve service efficiency and customer experience. Document common technical issues and develop knowledge base articles for future reference. Stay up to date with industry trends and emerging technologies to enhance support quality.

What is expected of you

A relevant IT or technical support qualification (Diploma, Certification, or Degree). Previous experience in a technical support, IT helpdesk, or remote support role preferred. Familiarity with troubleshooting Windows, macOS, and network-related issues. Strong problem-solving and analytical skills. Excellent verbal and written communication abilities. Ability to explain technical concepts in a clear and simple manner. Experience with remote support tools and ticketing systems. Ability to work independently and manage multiple support requests efficiently.

What will we do for you

Employee discounts to Bright Exchange 28 days holiday Company pension Company vehicle and fuel card Company phone Company uniform Ongoing training support Multifunction Tester Equipment provided Specialist tools & equipment provided

What to do next

This is a fantastic opportunity for the right candidate to join a growing team, and growing company. Please only apply if you meet the following criteria.

If you're interested in applying for our job role, please click 'apply now' and we look forward to hearing from you soon!

Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Benefits:

Company pension Employee discount
Work Location: In person