About Company
Capita is a leading provider of business process services, driven by data, technology, and people. We deliver innovative solutions across a wide range of sectors, from government to commercial clients, helping them to transform their operations and achieve better outcomes. With a strong presence across the UK and internationally, we employ thousands of dedicated professionals who are committed to making a difference. We are proud of our collaborative culture, where creativity is encouraged, and individual contributions are recognised. At Capita, we invest in our people, offering extensive training, development opportunities, and a supportive environment where you can build a rewarding career. We are passionate about creating a diverse and inclusive workplace that reflects the communities we serve, fostering an environment where everyone feels valued and has the opportunity to thrive. Our commitment to sustainability and corporate social responsibility guides our actions, ensuring we operate ethically and contribute positively to society. Join Capita and be part of a company that is shaping the future of public and private services.
Job Description
Capita is seeking a dedicated and customer-focused Technical Support Agent to join our dynamic team in Bilston, Birmingham. In this pivotal hybrid role, you will be the first point of contact for our clients, resolving technical issues and ensuring a seamless experience. This is an exciting opportunity for someone passionate about technology and committed to delivering exceptional service in a fast-paced environment. You’ll play a crucial part in maintaining our reputation for excellence, providing essential support that keeps our operations running smoothly and our clients satisfied.
As a Technical Support Agent, you will be responsible for diagnosing and resolving a wide array of technical problems, ranging from software malfunctions to network connectivity issues. Your day will involve handling inquiries via phone, email, and chat, meticulously documenting all interactions and solutions. This role demands a keen problem-solver with excellent communication skills, capable of explaining complex technical information in an easy-to-understand manner for users with varying levels of technical proficiency. We are looking for someone who thrives on helping others, is adept at troubleshooting, and possesses a strong desire to learn and grow within the IT sector.
At Capita, we believe in empowering our employees and providing them with the tools and support they need to succeed. Our hybrid working model offers the flexibility to balance office collaboration with remote productivity, ensuring you have the best of both worlds. You’ll be part of a supportive team, working alongside experienced professionals who are eager to share their knowledge and expertise. If you’re ready to take on a challenging yet rewarding role where your contributions are valued and your career development is prioritised, then we encourage you to apply. Join us and become a vital link in our chain of innovation and service delivery, helping us to achieve our mission of creating better outcomes for our clients and communities. We are committed to fostering an inclusive workplace where diversity is celebrated, and every voice is heard. Your journey with Capita will be one of continuous learning and professional advancement, as we invest in your growth and development.
Key Responsibilities
- Provide first-line technical support to internal and external clients via phone, email, and chat.
- Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
- Document all support interactions, resolutions, and troubleshooting steps accurately in the ticketing system.
- Escalate complex issues to senior technical teams when necessary, ensuring proper handover and follow-up.
- Guide users through step-by-step solutions with clear and concise instructions.
- Maintain up-to-date knowledge of products, services, and support procedures.
- Contribute to the creation and maintenance of a knowledge base for common issues and resolutions.
- Participate in team meetings and training sessions to continuously improve service delivery and technical skills.
Required Skills
- Minimum 1 year of experience in a technical support, helpdesk, or customer service role.
- Strong understanding of Windows operating systems and common software applications (e.g., Microsoft Office Suite).
- Basic knowledge of network fundamentals (TCP/IP, Wi-Fi, VPN).
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
- Exceptional problem-solving and analytical abilities.
- Proven ability to work independently and as part of a team in a fast-paced environment.
- Customer-centric approach with a patient and empathetic demeanor.
Preferred Qualifications
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with remote support tools and ticketing systems (e.g., ServiceNow, Zendesk).
- Familiarity with cloud-based services (e.g., Microsoft 365, Google Workspace).
- Experience supporting mobile devices (iOS, Android).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Hybrid working model offering flexibility.
- Generous holiday allowance.
- Comprehensive health and wellness programs.
- Pension scheme with company contributions.
- Access to a wide range of employee discounts and retail benefits.
- Continuous professional development and training opportunities.
- Supportive and inclusive work environment.
- Career progression opportunities within a global company.
How to Apply
Ready to take the next step in your career? We encourage all qualified candidates to click on the application link below to submit their resume and cover letter. Please ensure your application highlights your relevant experience and why you are the ideal candidate for this Technical Support Agent role at Capita.