Technical Support Administrator

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STAXO Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

Staxo Group is a Web Design and Development consulting company based out of Oriel House, 26 The Quadrant, Richmond, United Kingdom.

📋 Description

• Act as the first point of contact for helpdesk tickets and support enquiries • Assign, manage, and monitor tickets through Freshdesk • Monitor helpdesk performance and provide regular reporting • Assist with purchasing IT equipment and software • Follow up on supplier orders and delivery timelines • Coordinate with vendors regarding hardware replacements and warranty claims • Respond to customer enquiries professionally and efficiently • Maintain detailed records of customer interactions, troubleshooting activities, and issue resolutions • Create and update technical documentation and support procedures • Escalate technical issues where required and coordinate with internal teams to ensure timely resolution • Keep customers and stakeholders informed throughout the support process • Support continuous improvement of operational processes and service delivery standards

🎯 Requirements

• Minimum 2 years' experience in technical support, helpdesk, or IT administration • Strong administration and organisational skills • Proficiency in Microsoft Excel, Word, Outlook, and Teams • Excellent written and verbal communication skills • Strong customer service skills and the ability to handle challenging situations professionally • Ability to prioritise workload and work effectively under pressure • High attention to detail and strong problem-solving skills • Advantageous Experience using Freshdesk or similar ticketing systems • Knowledge of hardware, software, networking, and troubleshooting principles

🏖️ Benefits

• Fully remote position • 40 days paid holiday annually • Supportive team environment with opportunities to grow and develop