About Company
Oxford Computer Group (OCG) is a leading UK IT consultancy specializing in Microsoft technologies, dedicated to helping organizations leverage the full power of their IT infrastructure. For over two decades, we’ve delivered innovative solutions in identity, security, cloud, and data management, serving a diverse client base ranging from small businesses to large enterprises and public sector entities. At OCG, we pride ourselves on our deep technical expertise, our unwavering commitment to customer success, and a vibrant culture that fosters continuous learning, collaboration, and professional growth. We are an award-winning Microsoft Gold Partner, known for our robust, secure, and user-friendly deployments that drive efficiency and empower our clients to achieve their strategic goals. We believe in creating an inclusive and supportive environment where every team member feels valued and can contribute meaningfully to our collective success, regardless of their physical location.
Job Description
Are you a problem-solver with a passion for helping others navigate the digital landscape from the comfort of your own home? Oxford Computer Group is seeking a dedicated and proactive Home-Based Support Specialist to join our dynamic team. In this pivotal remote role, you will be the first point of contact for our clients, providing essential technical assistance and exceptional customer service for a wide array of Microsoft-based solutions and general IT queries. This isn’t just about troubleshooting; it’s about building rapport, understanding user needs, and guiding them to effective resolutions with patience and clarity. You’ll manage incoming support requests via phone, email, and chat, efficiently logging and escalating complex issues to senior technical teams when necessary, while always ensuring our clients feel heard and supported throughout the process. This position offers a unique opportunity to work autonomously within a supportive team structure, contributing directly to client satisfaction and operational excellence, all while enjoying the flexibility and work-life balance afforded by a home-based work model. We are looking for someone who thrives in a fast-paced environment, possesses strong diagnostic skills, and is committed to continuous learning to keep pace with evolving technologies. Your ability to communicate complex technical information in an easy-to-understand manner will be key to your success and our clients’ peace of mind.
Key Responsibilities
- Provide first-line technical support for incoming queries and issues related to Microsoft software (e.g., Windows operating systems, Microsoft 365 applications), network connectivity, and general IT infrastructure components.
- Diagnose and resolve technical hardware and software issues efficiently and effectively via remote access tools and guided troubleshooting.
- Document all support interactions, resolutions, and relevant details accurately and comprehensively within our helpdesk ticketing system.
- Escalate unresolved or complex issues to appropriate internal teams (e.g., Tier 2 Support, Engineering) while ensuring smooth information transfer and proactive follow-up.
- Guide users through step-by-step solutions and workarounds with clear, concise, and professional communication, both written and verbal.
- Maintain a consistently high level of customer satisfaction through empathetic, patient, and solution-oriented service delivery.
- Contribute to the creation, review, and maintenance of internal support documentation, knowledge base articles, and FAQs.
- Participate actively in ongoing training and development programs to stay current with product knowledge, service offerings, and support best practices.
- Monitor system health and performance alerts as required, taking proactive steps or reporting issues to prevent service disruptions.
Required Skills
- Minimum 2 years of experience in a technical support, helpdesk, or customer service role, preferably within an IT-centric environment.
- Proficiency with Microsoft Windows operating systems (Windows 10/11) and the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
- Familiarity with remote desktop software (e.g., TeamViewer, AnyDesk) and helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent verbal and written communication skills, with a strong emphasis on active listening, clarity, and professionalism.
- Demonstrated ability to troubleshoot and resolve common hardware and software issues logically and systematically.
- Strong problem-solving abilities and a methodical approach to technical diagnosis and resolution.
- Ability to work independently, manage time effectively, and prioritize tasks efficiently in a fast-paced remote work setting.
- Possession of a reliable high-speed internet connection and a dedicated, quiet home office space conducive to productive work.
Preferred Qualifications
- CompTIA A+, Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or equivalent technical certifications.
- Prior experience with Office 365 administration and support (e.g., Exchange Online, SharePoint Online, Microsoft Teams).
- Basic understanding of fundamental networking concepts (e.g., TCP/IP, DNS, VPN client setup).
- Experience working in a fully remote or hybrid support role, demonstrating self-discipline and effective remote collaboration.
- Familiarity with ITIL frameworks and best practices for IT service management.
Perks & Benefits
- Competitive annual salary and eligibility for performance-related bonuses.
- Generous paid time off, including all UK bank holidays, to ensure a healthy work-life balance.
- Comprehensive health and wellness benefits package, including private medical insurance.
- Company-sponsored learning and development opportunities, including support for professional certifications and ongoing training.
- Flexible working hours to accommodate personal commitments where possible.
- Robust pension scheme with significant employer contributions to secure your future.
- Access to a wide range of employee assistance programs for personal and professional support.
- Clear pathways and opportunities for career advancement within a rapidly growing and innovative company.
- A supportive, collaborative, and inclusive remote team environment with regular virtual team-building activities.
How to Apply
If you are passionate about providing exceptional remote technical support and thrive in a home-based environment, we encourage you to apply! Please click on the application link below to submit your detailed CV and a compelling cover letter outlining your relevant experience and why you are the ideal candidate for this integral role. We look forward to reviewing your application.