Job Description
We are looking for a practical, customer-focused IT Support Assistant to join our support team in Thame. Providing remote technical support and email support to our clients and end user customers, with occasional small assembly and set-up tasks when support workload allows.
You will be the first point of contact for customer support requests, helping customers resolve technical issues by phone, email and remote assistance. Customer service and ticket resolution are the priority of this role, so you will need to be organised, responsive and confident managing support tickets through to completion.
About the Role
This role would suit someone who enjoys solving problems remotely, communicating clearly with customers and staying organised across multiple ongoing support cases.
Key Responsibilities
- Provide excellent customer service and first-line technical support by phone, email and remote assistance.
- Create, update, manage and resolve customer support tickets, ensuring issues are accurately documented and followed through to completion.
- Diagnose and troubleshoot hardware, software and connectivity issues remotely, escalating more complex cases where needed.
- Handle email-based support queries from end user customers, responding promptly and professionally.
- Keep customers informed throughout the support process with clear, professional communication.
- Complete small assembly and set-up tasks (e.g. preparing devices and basic component fitting) when support workload allows.
- Maintain accurate records and documentation using Microsoft Office and Google Workspace.
- Build, modify or refurbish IT hardware such as PCs.
Essential Skills and Experience
- Previous experience in a technical support, IT helpdesk or customer service role.
- Experience using remote support tools (e.g. TeamViewer), ticketing systems or CRM software.
- Networking knowledge, including IP addresses, internet/Wi-Fi connections and router troubleshooting.
- Familiarity with configuring, imaging or maintaining Windows PCs.
- A strong customer-focused attitude and excellent written and verbal communication skills.
- Good working knowledge of Windows PCs and general computer hardware.
- Ability to diagnose and troubleshoot common technical issues remotely.
- Confidence using Microsoft Office and/or Google Workspace.
- Good organisational skills and the ability to manage multiple open tickets at once.
- Ability to work independently and stay calm under pressure.
- Flexibility to work weekdays, weekends and on-call evening shifts based on operational requirements.
Desirable Skills
- Interest in cameras, computer vision, hardware products or embedded systems.
Training and Support
Previous experience in a directly similar role is helpful but not essential. Full product and process training will be provided, including support workflows and customer systems.
What We Are Looking For
We are looking for someone reliable, organised and keen to learn, with a positive attitude and a genuine interest in helping customers remotely. You should enjoy problem-solving and take pride in accurate, well-documented work.
How to Apply
If this sounds like the right opportunity for you, please apply with your CV and a short note outlining why you are interested in the role.
We welcome applications from candidates with different backgrounds and transferable experience. If you meet most of the requirements and are keen to learn, we would still like to hear from you.
Benefits
- Casual dress
- Free parking
- On-site parking
Work Authorisation
United Kingdom (required)
Work Location
In person
Pay: £27,000.00-£29,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Ability to commute/relocate:
- Thame OX9 3BX: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
