Technical Support / Helpdesk Support Specialist

Role Overview

Snowrelic Inc is searching for a dedicated Technical Support / Helpdesk Support Specialist to become part of a vibrant IT team supporting a confidential client. The position serves as the initial contact point for IT assistance, resolving issues related to hardware, software, and network while maintaining high-quality service standards for internal users.

Work Location and Schedule

The role is based in the United Kingdom and follows a hybrid working model with a weekly split of 3 days working from the Brighton office and 2 days in the London office. Reliable commuting between these offices is necessary.

Role Responsibilities

• Deliver tier-1 and tier-2 technical assistance through ticketing systems, phone communication, and face-to-face support.
• Diagnose and fix problems concerning hardware, software, printers, and network connections.
• Configure, set up, and distribute workstations, laptops, mobile devices, and peripherals both for new hires and current staff.
• Manage user access, accounts, and permissions leveraging Active Directory and Microsoft Office 365 tools.
• Create and maintain clear documentation of issues, resolution steps, and escalation protocols within the company’s knowledge base.
• Partner with senior IT personnel to tackle and resolve advanced technical challenges.

Candidate Requirements

• Demonstrated experience in technical support, helpdesk, or IT customer service roles.
• Proficient knowledge of Windows and macOS systems, Microsoft Office 365 suite, and common enterprise applications.
• Excellent communication abilities, strong problem-solving skills, and solid interpersonal aptitude.
• Ability to reliably travel between Brighton and London offices as per the hybrid work arrangement.