Device Help-desk (Client Services Support)

Major Recruitment Oldbury are delighted to be recruiting for our professional Tamworth based client who are seeking an experienced Technical Support Advisor to join their busy team. The role is office based and the hours are Monday to Friday 9am to 5pm. This is a customer-facing technical support role, not a general IT job. You will handle incoming support tickets, gather the right information, complete firstline troubleshooting, keep customers updated, and escalate more complex issues to the Technical Support Lead with clear context. The right person will be methodical, good with customers, confident using systems, and comfortable learning technical products over time. You do not need to be a senior engineer, but you do need to be curious, accurate, and able to follow a process properly. Duties and tasks will include: • Acknowledging and triaging incoming support tickets. • Gathering customer, site, device, platform, and issue details. • Resolving straightforward first-line issues using approved troubleshooting steps. • Keeping customers updated clearly and professionally. • Recording actions, customer responses, and next steps accurately. • Escalating complex issues to the Technical Support Lead with full context. • Maintaining good queue discipline so every open ticket has a visible next action. • Using and contributing feedback to the support knowledge base. Candidates welcome to apply for the role will have the following: • Clear written and verbal communication. • Strong attention to detail and accurate record keeping. • Confidence dealing with customers by phone and email. • Ability to follow structured troubleshooting steps. • Calm approach when customers are under pressure. • Good organisation and ability to manage multiple open tickets. • Willingness to escalate issues early and clearly. Parking is available Major Recruitment is acting as an Employment Agency in relation to permanent vacancies and as an Employment Business in relation to temporary or contract vacancies, as defined under the Conduct of Employment Agencies and Employment Businesses Regulations 2003.