About Company
Join a forward-thinking team where innovation meets impact at Career.zycto. We are a dynamic force in the IT services sector, dedicated to empowering businesses with cutting-edge solutions and unparalleled support. For a Technical Support Officer, Career.zycto offers a stimulating remote environment where your problem-solving prowess is celebrated, and continuous learning is embedded in our culture. We value proactive thinkers and those passionate about making a tangible difference for clients, providing a platform to grow your technical expertise and career trajectory from anywhere in Telford.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others navigate the digital landscape, eager to contribute your expertise from the comfort of your home office? Career.zycto is seeking a dedicated and proactive Technical Support Officer to join our dynamic and fully remote team, based out of Telford, England. In this crucial role, you will be the frontline hero for our valued clients, providing expert technical assistance and ensuring their IT infrastructure runs seamlessly and efficiently. This isn’t just about fixing technical glitches; it’s about building lasting trust, delivering consistently exceptional service, and significantly contributing to our reputation for unparalleled reliability and innovation.
As a Remote Technical Support Officer, your day will involve managing incoming support requests through various channels – including phone, email, and live chat. You will skillfully diagnose and resolve a wide spectrum of hardware and software problems, ranging from intricate network connectivity issues to guiding users through complex application installations and configurations. Your expertise will be vital in ensuring minimal downtime and maximum productivity for our clients. You’ll diligently document all solutions, escalate more complex or persistent technical challenges to our senior engineering team when necessary, and play a pivotal role in maintaining and expanding our comprehensive internal knowledge base. We are actively searching for someone who thrives in a fast-paced yet supportive environment, possesses the ability to work autonomously with initiative, while also being a collaborative and communicative team player. An unwavering commitment to achieving total customer satisfaction is paramount. If you’re prepared to embrace the flexibility and freedom of remote work without compromising on professional growth and making a tangible impact, Career.zycto offers the perfect opportunity to advance your career with a company that genuinely values its people, their contributions, and their continuous development.
Key Responsibilities
- Provide first and second-line technical support to clients remotely via phone, email, and chat.
- Diagnose and resolve hardware, software, network, and system issues efficiently and effectively.
- Install, configure, and troubleshoot various operating systems (Windows, macOS), applications, and peripherals.
- Escalate complex or unresolved technical issues to senior technical staff when appropriate.
- Document all support interactions, resolutions, and technical procedures accurately within the ticketing system.
- Contribute to the development and maintenance of the company's internal knowledge base and FAQ resources.
- Assist with user account management, password resets, and access permissions for various systems.
- Educate users on best practices for system usage, data security protocols, and common troubleshooting steps.
- Monitor system performance and proactively identify potential issues before they impact clients.
Required Skills
- Proven experience (minimum 3 years) in a technical support role, with demonstrable remote support experience.
- Strong understanding of Windows operating systems (Windows 10/11) and basic macOS troubleshooting.
- Proficiency with Microsoft 365 suite (Outlook, Word, Excel, SharePoint, Teams, OneDrive).
- Solid knowledge of network fundamentals (TCP/IP, DNS, DHCP, VPNs, Wi-Fi configuration).
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote access tools (e.g., TeamViewer, AnyDesk).
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication and interpersonal skills, both written and verbal, for client interaction.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Customer-centric approach with a strong commitment to service excellence.
Preferred Qualifications
- CompTIA A+, Network+, or Security+ certification, or equivalent industry certifications.
- Experience with cloud platforms (e.g., Microsoft Azure, AWS) or virtualisation technologies (e.g., VMware).
- Familiarity with ITIL framework and best practices for service management.
- Knowledge of basic server administration concepts (Active Directory, file sharing).
- Previous experience supporting enterprise-level clients or a diverse client base.
Perks & Benefits
- Fully remote work environment, offering exceptional flexibility and work-life balance.
- Competitive salary and a comprehensive benefits package.
- Generous holiday allowance, promoting rest and rejuvenation.
- Opportunities for continuous learning, professional development, and career advancement.
- A supportive, collaborative, and inclusive team culture.
- Access to the latest tools, technologies, and innovative solutions.
- Company pension scheme.
- Regular virtual team-building activities and social events.
How to Apply
Ready to make an impact with Career.zycto? Click on the application link below to submit your resume and a compelling cover letter detailing your relevant experience and why you are the ideal candidate for this remote Technical Support Officer position. We look forward to hearing from you!
