About Company
Capita PLC is a leading UK-based provider of business process outsourcing and professional services. With a mission to simplify the complex and help clients transform, Capita designs, delivers, and manages critical services and solutions that help public and private sector organisations improve efficiency, deliver better outcomes, and create better experiences. Operating across various sectors including government, health, education, and finance, Capita leverages technology and expertise to provide services ranging from customer management and IT support to digital transformation and HR solutions. Joining Capita means becoming part of a diverse and dynamic team committed to innovation, continuous learning, and making a tangible impact on the lives of millions across the UK and beyond. We foster an inclusive environment where talent thrives and contributions are valued.
Job Description
Are you a problem-solver with a passion for technology and a dedication to delivering exceptional customer service? Capita PLC is seeking a highly motivated and customer-focused Technical Support Representative to join our remote team, based in York, England. In this crucial role, you will be the first point of contact for our clients, providing comprehensive technical assistance and support for a wide range of IT-related issues. From troubleshooting software glitches and hardware malfunctions to guiding users through system configurations and network connectivity problems, your expertise will ensure our clients experience minimal downtime and maximum productivity.
This is a fantastic opportunity for an individual who thrives in a fast-paced, remote environment, is adept at communicating complex technical information in an understandable way, and possesses a strong commitment to user satisfaction. You’ll utilise various diagnostic tools, knowledge bases, and collaborative resources to resolve incidents efficiently and effectively. We’re looking for someone who is not just good at fixing problems but is also proactive in identifying underlying issues and contributing to long-term solutions. Your ability to work autonomously while remaining a vital part of a dispersed team will be key to your success. If you’re eager to build a rewarding career in IT support with a company that values its people and invests in their growth, we encourage you to apply.
Key Responsibilities
- Provide first-line technical support to clients via phone, email, and chat, addressing IT-related issues with professionalism and efficiency.
- Diagnose and resolve hardware, software, network, and system problems, escalating complex issues to higher-tier support teams when necessary.
- Guide users through step-by-step solutions, ensuring a clear understanding of troubleshooting procedures and preventative measures.
- Maintain accurate records of all support interactions, resolutions, and follow-ups within our ticketing system.
- Contribute to the continuous improvement of our knowledge base by documenting new solutions and refining existing articles.
- Monitor system performance and proactively identify potential issues before they impact users.
- Adhere strictly to service level agreements (SLAs) and internal company policies.
- Participate in ongoing training and development to stay current with technology advancements and company products/services.
- Collaborate effectively with team members and other departments to ensure seamless service delivery.
Required Skills
- Minimum of 1 year of experience in a technical support or helpdesk role.
- Proven ability to troubleshoot and resolve common hardware, software, and network issues.
- Strong understanding of Windows operating systems and Microsoft Office Suite.
- Excellent verbal and written communication skills with a customer-centric approach.
- Ability to articulate technical information clearly and patiently to non-technical users.
- Proficiency in using remote support tools and ticketing systems.
- Strong problem-solving and analytical abilities.
- Self-motivated, organised, and capable of working independently in a remote setting.
Preferred Qualifications
- CompTIA A+, Network+, or ITIL Foundation certification.
- Experience with macOS or Linux operating systems.
- Familiarity with cloud-based applications (e.g., Microsoft 365, Google Workspace).
- Experience supporting mobile devices (iOS, Android).
- A relevant Bachelor's degree or equivalent vocational training.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous pension scheme.
- Comprehensive health and wellness benefits package.
- Flexible working arrangements to support work-life balance.
- Extensive learning and development opportunities, including certifications.
- Employee assistance program for personal and professional support.
- Access to a comprehensive remote work setup guide and support.
- Company discounts and reward schemes.
How to Apply
To apply for this exciting Technical Support Representative – Remote position, please click on the application link below. You will be redirected to Capita’s official careers portal where you can find this job posting (or a similar one if this specific title is not directly listed) and submit your application online. Ensure your CV highlights your relevant experience in technical support and your ability to thrive in a remote work environment.