Technical support agent Work, Jobs in Hyde, Gtm (with Salaries)

Technical Support Agent Level 2
Custodia —Knutsford
- £32,000 a year
- Weekend availability
- Computer Science
- Bachelor's degree
- Communication skills
- Free parking
- Annual leave
4d
Compliance QA Analyst
Evolution Money —Manchester
- Up to £36,000 a year
- Full-time
- English
- Organisational skills
- Financial services
- Annual leave
Quick apply
3d
Legal Assistant
Smart Law Solicitors —Huddersfield
- From £12.21 an hour
- Full-time
- Microsoft Word
- Microsoft Excel
- Customer service
- Free parking
Quick apply
Customer Service Agent
JaJa Finance Ltd —Manchester
- £29,000 a year
- Full-time
- Hybrid work
- Financial services
- Communication skills
- Time management
- Annual leave
- Employee assistance programme
Quick apply
12d
Presales Consultant
Street Group —Manchester
- £40,000 a year
- Full-time
- Hybrid work
- Work from home
- Flexible schedule
Quick apply
5h
AI Engineer
CarFinance247 —Manchester
- Up to £60,000 a year
- Azure
- Computer Science
- Master's degree
AI Engineer
Vix Technology & Kuba —Manchester
- £60,000 - £75,000 a year
- Full-time
- Software development
- AI
Quick apply
13d
Internal Recruiter
Housr —Manchester
- Hybrid work
- Annual leave
Quick apply
7d
Land Consultant
WSP —Manchester
- Travel
- Mentoring
- Organisational skills
Project Surveyor
Churchill Retirement PLC —Manchester
- Full-time
- Continuous improvement
- Quality control
- Travel
- Employee assistance programme
- Referral programme
10d
AI Engineer
Barclays —Knutsford
- Scripting
- AI
- Communication skills
SharePoint Developer
BCN Group —Manchester
- Full-time
- Hybrid work
- Azure
- SharePoint
- Software development
- Annual leave
- Employee assistance programme
Quick apply
11d
Ticketing Operations Supervisor
Factory International —Manchester
- £30,055.40 a year
- Weekend availability
- CRM software
- Supervising experience
- Team management
AIOps Lead
M-KOPA —Manchester
- Full-time
- Remote
- AI
- Leadership
5d
Software Engineer
PortSwigger —Knutsford
- Full-time
- AI
Quick apply
Sales Operations & Enablement Manager
Street Group —Manchester
- £50,000 a year
- Full-time
- Hybrid work
- Training & development
- Analytics
- Work from home
- Flexible schedule
Quick apply
5d
Senior Automation Engineer
Gamma —Manchester
- Full-time
- Computer Science
- Engineering
- Machine learning
- Annual leave
- Employee discount
Quick apply
Geotechnical Engineer
Amey Ltd —Manchester
- Mentoring
- Annual leave
Quick apply
8h
Product Engineer - M365 Unified Collaboration & Gen AI
Barclays —Knutsford
- Azure
- Team management
- Mentoring
Senior Software Engineer - L5
Street Group —Manchester
- £55,000 - £75,000 a year
- Full-time
- Hybrid work
- Mentoring
- AI
- Work from home
- Flexible schedule
Quick apply
5h

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Technical Support Agent Level 2

Custodia -
Knutsford

Apply Now

Job details

£32,000 a year
4 days ago

Benefits

Free parking
Annual leave
Company pension
Private medical insurance
Gym membership
Sick pay
On-site parking

Qualifications

Microsoft Windows Server
Technical troubleshooting
ITIL Certification
Cloud infrastructure
Driving Licence
Computer Science
Ansible
Mentoring junior staff
Ticket management
Service restoration
Docker
Bachelor's degree
CI/CD pipelines
Terraform
IT support
Technical writing
IP networking
Customer support
Customer interaction
Root cause analysis
Communication skills
PowerShell scripting
Infrastructure provisioning automation
PowerShell
Terraform provisioning

Full job description

Technical Agent Level 2 job description

Reports to: COO

Pay: £32K per annum

Department: Operations

Job description:

This is an office based position.

Location: Booths Park, Chelford Road, Knutsford, UK : Preferrable to hold a driving license as we are based remote

Please have full right to work as this job is not open to sponsorship

Preferable to drive due to the remote location

Shift pattern: 6.00am - 2.30pm, 2.00pm - 10.30pm, 10.00pm - 6.30am

28 days annual leave per year (Includes working weekends and Bank holidays)

Position Overview:
As a Technical Support Agent (L2), you will provide advanced technical support for Custodias products and services, focusing on troubleshooting and resolving complex issues while escalating only the most advanced cases. You will work closely with the Tech Support Team Lead and other team members to ensure timely resolution of support requests, maintain high levels of customer satisfaction, and contribute to the overall operational efficiency of the technical support function. The role requires solid technical knowledge, critical thinking, and strong communication skills to bridge customer needs and technical resolutions.

Key Responsibilities:
Technical Support & Troubleshooting:

Resolve Level 2 technical support tickets, escalations, and incidents within defined SLAs.

Diagnose and troubleshoot complex technical problems using system logs, monitoring tools, and issue documentation.

Troubleshoot and resolve system and network issues, ensuring minimal downtime and optimal performance.

Provide detailed root cause analysis for recurring issues and propose solutions to improve system stability.

Perform intermediate-level configurations, installations, maintenance and updates on Custodias hybrid cloud and on-premises systems.

Collaborate with the Tech Support Team Lead to refine troubleshooting methodologies and best practices.

System Monitoring & Maintenance:

Monitor system performance and resource utilization, identifying areas for optimization.

Ensure platform performance meets defined KPIs, escalating deviations when necessary.

Assist in configuring, maintaining, and updating infrastructure as code tools like Terraform and Ansible.

Support and maintain the CI/CD pipelines under the direction of senior engineers or team leads.

Ensure all technical documentation is accurate and up-to-date for internal use.

Customer Interaction & Case Management:

Communicate with customers to gather detailed information about technical issues and provide timely updates on case progress.

Escalate unresolved or highly complex issues to Level 3 support or product teams, ensuring all relevant details are captured.

Work collaboratively with the Customer Service Team to ensure seamless resolution of customer concerns.

Team Collaboration & Knowledge Sharing:

Actively participate in team meetings, training sessions, and technical discussions to enhance overall team knowledge.

Share insights and lessons learned from resolved incidents to help reduce repeat issues.

Foster a culture of collaboration and teamwork to improve service delivery and team efficiency.

Operational Efficiency & Process Improvement:

Proactively identify opportunities to improve processes, tools, and workflows for technical support.

Provide input on alarming and threshold configurations to ensure optimal system monitoring.

Contribute to building and maintaining a robust knowledge base for recurring issues and best practices.

Participate in post-incident reviews and contribute to implementing preventive measures to reduce similar issues.

Qualifications & Skills:
Required Technical Skills:

2+ years of experience supporting IT enterprise level infrastructure or a related technical role.

Strong knowledge of mixed Windows Server (2012-2019) and Linux (RedHat), SQL Server, Networking, and Active Directory.

Familiarity with cloud environments (e.g., Azure, Google Cloud) and containerization technologies (e.g., Docker, Kubernetes).

Proficiency in scripting languages (e.g., PowerShell, Python, Bash).

Experience working with ticketing systems and adhering to SLAs/KPIs.

Exposure to voice recording platforms, IP networks, or storage technologies is a plus.

Preferred Skills:

Basic understanding of CI/CD pipelines and infrastructure as code tools (e.g., Terraform, Ansible).

Bachelor's degree in Computer Science, Information Systems, or related field or equivalent work experience.

Certifications such as ITIL Foundation, Microsoft Azure, or equivalent are highly desirable.

Key Traits & Soft Skills:

Reliability: Consistently delivers high-quality work on time and communicates effectively when delays occur.

Critical Thinking: Demonstrates the ability to analyze technical issues logically and identify effective solutions.

Customer Focus: Balances technical resolutions with customer satisfaction, ensuring clear and empathetic communication.

Teamwork: Collaborates effectively with team members, mentors junior staff, and contributes to shared goals.

Productivity: Manages tasks independently, prioritizes effectively, and meets deadlines consistently.

Benefits:

Company pension
Free parking
Gym membership
Health & wellbeing programme
On-site parking
Private medical insurance
Sick pay

Apply Now

Refine Your Search

technical support agent jobs in hyde, gtm

Technical Support Agent Level 2

Compliance QA Analyst

Legal Assistant

Customer Service Agent

Presales Consultant

AI Engineer

AI Engineer

Internal Recruiter

Land Consultant

Project Surveyor

AI Engineer

SharePoint Developer

Ticketing Operations Supervisor

AIOps Lead

Software Engineer

Sales Operations & Enablement Manager

Senior Automation Engineer

Geotechnical Engineer

Product Engineer - M365 Unified Collaboration & Gen AI

Senior Software Engineer - L5

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