Telephone Support Officer - Customer Service Support

We are seeking a skilled 2nd Line Support Helpdesk Specialist to join our dynamic IT support team. This role is central to delivering exceptional technical support for our comprehensive range of software and hardware solutions. You\’ll be the problem-solving hero our users turn to when first-line support needs escalation, providing expert diagnostic evaluation and resolution services that keep our operations running smoothly. The successful candidate will demonstrate excellent judgment, technical expertise, and a customer-first approach while maintaining accurate documentation and ensuring timely resolution of all technical issues. Key Responsibilities Technical Support Excellence Provide comprehensive second-level support for all standard software and hardware platforms Diagnose, research, and resolve complex technical problems with precision and efficiency Respond promptly to telephone, email, and in-person requests for technical assistance Log, track, and monitor support tickets using designated systems, ensuring proper prioritization and escalation Customer Service & Communication Deliver quality service to both internal and external customers while maintaining professional standards Provide product training, knowledge transfer, and technical expertise to end users Brief customers and management on resolution progress and attend regular team meetings Maintain excellent telephone presence with strong follow-up capabilities Process Improvement & Documentation Identify recurring issues and trends in support requests Develop comprehensive documentation to address frequently reported problems Recommend system and procedural improvements to enhance user experience Access and utilize software updates, drivers, knowledge bases, and FAQ resources Essential Requirements Experience & Technical Skills Minimum 3 years\’ experience in a technical support environment Strong diagnostic and analytical abilities for software and general IT applications Advanced computer literacy with emphasis on software installations and troubleshooting Proficiency in Microsoft applications, database systems, and internet protocols Understanding of networking fundamentals and system functionality Personal Attributes Excellent multitasking abilities with a strong sense of urgency Positive attitude and resilience under pressure Proactive approach with ability to take ownership of projects Strong relationship-building skills, both internally and externally Exceptional verbal and written communication skills Customer-focused mindset with service-oriented attitude Preferred Qualifications Technical Trade qualification or Engineering degree (2-4 years) Previous training in electrical, mechanical, software, or related technical fields Experience with enterprise-level support ticketing systems What We Offer Join my client\’s team and become part of a supportive environment where your technical expertise will be valued and your professional development encouraged. This role offers the opportunity to work with cutting-edge technology while making a real difference to user productivity and satisfaction.