Customer Technical Support Specialist

Role Overview To deliver and support a high volume of smaller concurrent professional services projects within customer support across customer-facing and internal workstreams. The role requires a self-sufficient, technically capable individual with strong general IT and networking knowledge, able to manage implementation activity, troubleshoot issues, maintain accurate records, and work independently with minimal supervision.

Key Responsibilities

• Deliver multiple smaller professional services projects from initiation through to completion
• Carry out technical setup, configuration, implementation, and support tasks as required
• Liaise with customers, internal teams, and third parties to ensure projects progress to plan
• Assess technical requirements, prerequisites, risks, and dependencies before and during delivery
• Troubleshoot and resolve technical issues relating to implementations, connectivity, and customer environments
• Maintain accurate project and technical documentation, notes, and status updates
• Support project meetings, capture actions, and complete agreed technical tasks
• Communicate clearly and professionally with customers on progress, issues, and next steps
• Escalate more complex issues where needed while resolving routine matters independently
• Use AI tools to support documentation, reporting, troubleshooting, and answering technical questions from clients

Previous experience in a professional services, implementation, technical support, systems engineer, or similar role

Strong general IT knowledge across end-user systems, software, infrastructure, and troubleshooting

Strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, routing, switching, Wi-Fi, VPNs, and general connectivity

Experience working directly with customers in a technical delivery or support environment

Ability to manage multiple tasks and smaller concurrent projects at the same time

Strong written and verbal communication skills

Good attention to detail and accurate record keeping

Ability to work independently in a remote environment

Confident using workplace systems and digital tools

Practical use of AI tools such as ChatGPT, Copilot, or similar to improve efficiency and support day-to-day work

Desirable Skills and Experience

• Experience in software implementation, onboarding, or service delivery
• Experience working in hotels/hospitality environment, and working with PMS and/or PBX systems
• Experience working with hosted, cloud, or on-premise systems
• Exposure to customer networks, firewalls, VLANs, remote access, and site readiness checks
• Awareness of project delivery methods or service processes
• Experience producing customer-facing technical documentation or handover notes

Behavioural Competencies

• Self-sufficient and proactive
• Technically minded and solutions-focused
• Well organised and methodical
• Professional and dependable
• Calm under pressure
• Comfortable working in a fast-paced environment

Desired Candidate Profile

Previous experience in a professional services, implementation, technical support, systems engineer, or similar role

Strong general IT knowledge across end-user systems, software, infrastructure, and troubleshooting

Strong understanding of networking fundamentals, including IP addressing, DNS, DHCP, routing, switching, Wi-Fi, VPNs, and general connectivity

Experience working directly with customers in a technical delivery or support environment

Ability to manage multiple tasks and smaller concurrent projects at the same time

Strong written and verbal communication skills

Good attention to detail and accurate record keeping

Ability to work independently in a remote environment

Confident using workplace systems and digital tools

Practical use of AI tools such as ChatGPT, Copilot, or similar to improve efficiency and support day-to-day work

Desirable Skills and Experience

• Experience in software implementation, onboarding, or service delivery
• Experience working in hotels/hospitality environment, and working with PMS and/or PBX systems
• Experience working with hosted, cloud, or on-premise systems
• Exposure to customer networks, firewalls, VLANs, remote access, and site readiness checks
• Awareness of project delivery methods or service processes
• Experience producing customer-facing technical documentation or handover notes

Behavioural Competencies

• Self-sufficient and proactive
• Technically minded and solutions-focused
• Well organised and methodical
• Professional and dependable
• Calm under pressure
• Comfortable working in a fast-paced environment

AI Capability Requirement

The role requires practical and confident use of AI as part of normal working practice. The successful candidate should be able to use AI tools responsibly to improve speed, quality, and consistency of work, including drafting communications, summarising actions, preparing documentation, supporting troubleshooting, improving reporting, and helping answer technical questions from clients.