Helpdesk / Technical Support

At Property Webmasters, we offer property marketing solutions to clients on a global scale. Incorporated in 2006, we have worked with some of the most prestigious estate agencies and property portals around the world. We are currently market
leaders for property marketing solutions in Europe and our aim is to extend this service worldwide. Our global targets are very ambitious but equally exciting.

Job Description:

The Helpdesk / Technical Support Specialist provides first-line technical support to end-users, troubleshooting and resolving hardware, software, and network issues. This role ensures prompt and effective solutions to technical problems, contributing to overall user satisfaction and operational efficiency.

Key Responsibilities:

1. Customer Support:
-Provide timely and professional technical support to customers via phone, email, chat, or in person.
-Diagnose and resolve technical issues related to hardware, software, and networking.

2. Troubleshooting:
-Perform initial problem diagnosis and troubleshooting for technical issues, including system errors, software malfunctions, and connectivity problems.
-Escalate unresolved issues to higher-level technical teams or specialists as needed.

3. Issue Resolution:
-Guide users through step-by-step solutions to resolve technical issues.
-Document and track support requests and resolutions in a ticketing system.

4. Technical Documentation:
-Create and maintain technical documentation, including user guides, troubleshooting articles, and FAQs.
-Update internal knowledge base with new solutions and best practices.

5. System Maintenance:
-Assist with routine maintenance tasks, including software updates, system backups, and hardware inspections.
-Ensure systems and applications are running smoothly and securely.

6. Customer Education:
-Provide training and support to users on new technologies, software updates, and best practices.
-Offer recommendations for improving system performance and user experience.

7. Reporting and Feedback:
-Generate reports on support activities, including common issues, resolution times, and user satisfaction.
-Collect and relay user feedback to relevant teams to improve products and services.

8. Collaboration:
-Work closely with IT teams, developers, and other departments to resolve complex issues and implement solutions.
-Participate in teaUpgrade to see actual infoetings and contribute to process improvements and knowledge sharing.

9. Problem-Solving:
-Analyze recurring issues and identify underlying causes to prevent future occurrences.
-Stay current with industry trends and technological advancements to provide effective support.

Qualifications:
-Proven experience in a helpdesk or technical support role.
-Strong understanding of computer systems, operating systems, and common software applications.
-Familiarity with networking concepts and troubleshooting.
-Excellent problem-solving skills and attention to detail.
-Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
-Ability to work independently and manage multiple tasks in a fast-paced environment.

Our normal working hours are 8:30 to 17:00 UK time Monday - Thursday and 8:30 to 12:30 UK time on Friday.

If your experiences might be a perfect match for the qualifications that we are looking for, we will be inviting you for a one-day paid trial. After the trial period, we'll talk about the possibility of making this a permanent position.