At a Glance
- Tasks: Provide friendly tech support and help colleagues with their workplace tools.
- Company: Join Elsevier, a global leader in information and analytics.
- Benefits: Flexible hours, wellbeing initiatives, study assistance, and sabbaticals.
- Other info: Collaborative team environment with opportunities for continuous learning and growth.
- Why this job: Make a meaningful impact on employee experience while developing your tech skills.
- Qualifications: Good knowledge of Windows and basic macOS troubleshooting; strong customer service mindset.
The predicted salary is between 31500 - 38500 £ per year.
Are you passionate about delivering excellent technology support and helping colleagues get the most from their workplace tools? Would you enjoy working in a collaborative environment where you can develop your technical skills, solve problems, and make a meaningful impact on the employee experience?
About our Team
You will join TechSquad, part of the End User Computing (EUC) function within Elsevier Technology, reporting to the Technical Support Lead. This team provides onsite, second-line support to colleagues across the business, working closely with our 24/7 global TechDesk, acting as the first point of contact for all end-user IT requests. Together, we look after everything from hardware and end-user software support to provisioning and imaging new devices, supporting office moves, and creating knowledge articles and user education sessions that help colleagues get the most from their technology. We are a friendly, collaborative team that values knowledge sharing, takes pride in delivering a great user experience, and is continually exploring how automation and AI can improve the way we work.
About the Role
As a Technology Support Specialist, you will provide responsive, user-focused technical support across a range of workplace technologies, helping colleagues stay productive and connected. Working as part of TechSquad, you will troubleshoot issues, manage incidents and service requests, support device lifecycle activities, and contribute to continuous improvement initiatives that enhance the employee technology experience.
Responsibilities
- Provide friendly, professional and timely support for common hardware, software, application, peripheral and connectivity issues.
- Take ownership of incidents and service requests through to resolution where possible, maintaining clear user communication and escalating appropriately when specialist or more senior support is required.
- Follow established support processes, security requirements and service management practices while using good judgement and initiative.
- Support colleagues with differing levels of technical knowledge, translating technical information into clear and practical guidance.
- Support and troubleshoot Windows endpoints and common Microsoft 365 workplace applications.
- Provide basic support for macOS and Apple hardware, resolving common issues and developing further Mac capability through experience and learning.
- Support laptops, desktops, mobile devices, docks, monitors, headsets, meeting-room technology and other standard workplace equipment.
- Assist with common access, identity, remote-working and network-connectivity issues, escalating where appropriate.
Requirements
- Good working knowledge of Windows endpoints and troubleshooting common hardware and software issues.
- Basic familiarity with macOS and Apple hardware, with the ability and willingness to develop further Mac support skills.
- Good general understanding of laptops, desktops, peripherals, applications and common connectivity issues.
- A strong customer-service mindset and clear written and verbal communication.
- Structured problem-solving skills, curiosity and a willingness to learn.
- Ability to organise work, take responsibility for agreed actions and ask for support when required.
- Strong teamwork and willingness to share knowledge across TechSquad and partner teams.
- Comfort using modern productivity tools, including approved basic automation and AI-assisted capabilities.
Work in a Way That Works for You
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working Pattern
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
Technical Support Specialist I employer: Elsevier
At Elsevier, we pride ourselves on being an excellent employer, particularly for our Java Software Engineer role in Oxford. Our vibrant work culture fosters collaboration and innovation, while our commitment to employee growth is evident through continuous learning opportunities and flexible working arrangements that promote a healthy work-life balance. Join us to be part of a team that values your contributions and supports your professional journey in the exciting field of scientific knowledge sharing.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist I
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elsevier. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Elsevier before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Specialist I
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Elsevier:Your cover letter is your chance to shine! Tell us why you want to work at Elsevier specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Elsevier!
How to prepare for a job interview at Elsevier
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
