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About the Role
This role is key to delivering high-quality technical assistance across the UK and Europe, focusing on diagnosing and resolving hardware, software, operating system, and connectivity issues. You will provide timely customer updates, manage service requests efficiently, and contribute to an exceptional customer experience.
Responsibilities
- Provide technical assistance to customers via phone and email, resolving hardware, software, and connectivity issues while delivering excellent customer service.
- Troubleshoot and manage technical issues through to resolution, keeping customers informed and escalating complex cases when needed.
- Assist engineers and customers with software configuration, system maintenance, application rollouts, and user training.
- Test new technologies, document technical processes, and recommend improvements to enhance service performance and reliability.
- Maintain accurate records, raise purchase orders, complete administration tasks, and support the wider Technical Support Team as required.
Requirements
- Knowledge of networks, servers, and IT troubleshooting.
- Previous experience in a Technical Support or similar role is advantageous.
- Strong communication skills with the ability to provide effective support via phone, email, live chat, and face-to-face interactions.
- Excellent customer service and partnership development skills.
- Ability to work effectively with internal and external stakeholders.
- Proactive and self-motivated with a genuine interest in technology and emerging IT solutions.
- Competent in Microsoft Office.
- Adaptable to new software systems.
- Able to meet BS7858 security vetting requirements.
Skills
- Technical Support
- Hardware troubleshooting
- Software troubleshooting
- Connectivity troubleshooting
- Customer Service
- Communication
- Microsoft Office
Location
- Wimbledon, UK
Work Type
- Full-time
Experience Level
- Advantageous previous experience in a Technical Support or similar role
Benefits
- Helpful and inclusive working environment
- Comprehensive training
- Ongoing development opportunities
- Exposure to a wide range of technologies, systems and customer environments
- Opportunity to work with an experienced Technical Support Team
- Culture that encourages innovation, problem-solving and professional growth
About the Company
- ASSA ABLOY is the global leader in access solutions.
- Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.
- We value results – not titles, or backgrounds.
- We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities.
- We encourage our colleagues to think broadly about where they can make the most impact, and grow their role locally, regionally, or even internationally.
Equal Opportunity
- We are building diverse, inclusive teams, and encourage applications from everyone who can see themselves working with us.
- We value different perspectives and experiences.