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IT Support Services

Technical Customer Support Specialist

Provide structured technical assistance to customers and users across software, account, connectivity and application issues with clear ownership and communication.

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LocationLondon, UK

Working styleHybrid / client-aligned

Employment typeFull-time

Experience3–5 years

Technology environment

ITSMCRMWindowsMicrosoft 365REST/API BasicsSQL BasicsRemote SupportKnowledge Base

Industry context

EducationProfessional ServicesMedia

Job description

The Technical Customer Support Specialist will diagnose user issues, provide first-line technical guidance and route complex incidents with useful evidence.

Key responsibilities

Handle customer technical enquiries by phone, email and approved digital channels.
Troubleshoot account, application, browser, connectivity and configuration issues.
Document incidents accurately and maintain customer communication through resolution.
Escalate issues with logs, screenshots and reproducible evidence.
Contribute to knowledge articles and recurring-issue analysis.

Qualifications

3–5 years of technical customer support, helpdesk or service-desk experience.
Strong written and verbal communication skills.
Good understanding of desktop, browser, SaaS and basic network troubleshooting.

Preferred qualifications

ITIL or service-management exposure.
Experience with CRM/ITSM platforms.
Basic SQL, API or cloud-service troubleshooting knowledge.

Benefits & employment terms

Compensation, leave, pension and any role-specific benefits are confirmed during the recruitment process and stated in the written offer.
Any client-site, travel, security-screening or right-to-work requirements are confirmed before appointment.

Nature of working style

Work is organised around defined delivery outcomes, documented responsibilities, peer review and clear escalation paths.
Hybrid or client-site attendance varies by engagement and is confirmed before assignment.

Location

London-based with UK client-site collaboration where required.

Working at RC

Delivery standards shape the employee experience

Technology roles are organised around accountable delivery, professional engineering practices and clear client or project outcomes.

Client-impact work

Roles are connected to defined business or delivery outcomes rather than artificial internal assignments.

Professional craft

Engineering, consulting and delivery decisions are expected to be explainable, maintainable and grounded in the operating context.

Clear ownership

Responsibilities, interfaces, quality expectations and escalation paths should be visible across teams and engagements.

Continuous learning

Capability grows through real delivery, peer review, feedback and exposure to changing technologies and business environments.

Hiring journey

A structured process from application to decision

The exact interview sequence may vary by role, but candidates should understand the purpose of each stage and the position they are being assessed for.

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Role review

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Interview / assessment

Where appropriate, discussions explore practical experience, judgement, communication and role-specific capability.

Decision

Next steps are communicated in the context of the published vacancy and applicable checks or approvals.

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