Technical Support Specialist

JOB DESCRIPTION

 

JOB DESCRIPTION

JOB TITLE: Technical Support Specialist

RESPONSIBLE TO: IT & Network Manager

PURPOSE OF JOB:

Handle day-to-day technical support queries related to the Cellhire product portfolio for internal and external customers.

Ensure all technical issues are fully resolved, communicated, and logged.

Support the IT & Network Manager in maintaining Cellhire’s network infrastructure, including helpdesk support to company employees.

Work as part of the Operations team in a multifunctional role, supporting equipment checking, despatch, and returns.

MAIN RESPONSIBILITIES:

1. Technical Support

· Provide first-line technical support to all Cellhire customers.

· Provide IS helpdesk support to all Cellhire employees.

· Support UK Sales and Operations teams with technical advice to ensure customer expectations are met.

· Participate in the Company’s Out-of-hours rota (including weekends).

· Maintain up-to-date product knowledge via online resources, manuals, and other appropriate methods.

· Assist Operations with testing data products to ensure all equipment is fully functional and rental ready.

2. Training

· Deliver training to employees on new equipment, products, updates, and refresher sessions.

· Provide induction training for new employees on equipment and processes.

· Develop CHEFs and other technical support documents for internal or external use.

3. Network Support

· Provide basic administration of staff PCs, including setup of new desktops/laptops.

· Undertake training as needed to provide first-line IS Helpdesk support.

· Log user-reported hardware/software issues, perform initial diagnosis, and escalate to the IT & Network Manager where necessary.

4. Airtime Support

· Assist when required with SIM-related tasks, including voicemail activation, SIM barring, temporary SIMs, PIN/PUK codes and tariff information.

5. Operations Support

· Support the Operations team with equipment checking, despatch, returns, and related tasks.

6. Customer First

Ensure all internal and external customers are served courteously and efficiently, with phones answered within SLA (3 rings). Give priority assistance to external customers requiring technical help, including troubleshooting and problem resolution. Log all customer contact—including technical calls and queries—onto Contact Manager.

7. Quality

To ensure that all procedures are adhered to as stipulated in the Cellhire Quality Procedures and Quality Policy in accordance with the BS EN ISO 9001:2015 quality standard.

8. Any other duties

Any other duties within the level of competence as requested by the Managers or Directors of the Company.