At a Glance
- Tasks: Provide 24/7 technical support, troubleshoot issues, and escalate when necessary.
- Company: Fast-growing tech company with a focus on customer support.
- Benefits: Remote work after training, flexible shifts, and serious career growth opportunities.
- Other info: Tight-knit team that values growth, with mentoring and training provided.
- Why this job: Join a dynamic team and gain hands-on experience with diverse technologies.
- Qualifications: Customer service skills and experience with helpdesk systems required.
The predicted salary is between 40500 - 49500 £ per year.
Looking to break into the world of 24/7 technical support with a clear path to progress?
This is your chance to join a fast-growing tech company expanding its round-the-clock support function.
You’ll be on the front lines of customer support, resolving technical issues, working across exciting comms platforms, and growing your skillset from day one.
This is a rotating shift-based role that includes nights and weekends — but don’t worry, once you’ve completed your training, you’ll be working fully remotely during your shifts.
We’re looking for someone who’s ready to commit, learn fast, and climb the ranks into 2nd and 3rd line support.
What’s in it for you?
- Remote shift work after training – Flexibility that fits your life.
- Serious career growth – Clear route into 2nd and 3rd line support, with training, mentorship, and progression mapped out.
- No two days the same – Work across a wide range of tech, from VOIP to alarm monitoring systems, and get exposure early.
Responsibilities
- Act as the first point of contact for all technical support issues – triaging, troubleshooting, and escalating where needed.
- Monitor alarm and alert systems (like PRTG and Solar Winds) and respond to service triggers.
- Carry out user admin tasks (e. g. adding/removing users), work with Avaya and Netsapiens platforms.
- Learn the systems inside out within your first three months, developing a deep understanding of the tools and when to escalating.
- Work on a 12-week rotating shift pattern that includes evenings, overnights, and weekends.
Skills / Must have
- Excellent customer service – calm under pressure, solution-focused, and professional.
- Experience with service desk or helpdesk systems such as Service Now, Remedy, or Salesforce.
- Willing and able to work nights and weekends on a rotating basis.
- Must be eligible for SC (NPPV3) clearance – you'll be supporting critical, secure environments.
- Hungry to learn and grow – you want to move up and you’re not afraid to put in the work.
- Clear career path into 2nd and 3rd line support – we promote from within.
- Hands-on training, 1:1 mentoring, and access to a growing knowledge base.
- Access to a wide technical stack – VOIP, Salesforce, virtualisation, and more.
- Tight-knit, ambitious team that values growth and results over hierarchy.
- (Overtime opportunities available)
Location
Manchester-based for the first 3 months (ideally 5 days/week in office, minimum 3). After that, remote during night shifts – but you must be within commuting distance for training.
#J-18808-Ljbffr
Service Desk Technician in Manchester employer: Hamilton Barnes
Hamilton Barnes is an exceptional employer, offering a dynamic work environment in London where innovation meets opportunity. With competitive salaries, night shift allowances, and a strong focus on employee development through ongoing training, we empower our Field Service Engineers to advance their careers while enjoying a supportive team culture. Join us to be part of a growing engineering team that values your skills and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Technician in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hamilton Barnes. 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 Hamilton Barnes 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 Service Desk Technician in Manchester
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 Hamilton Barnes:Your cover letter is your chance to shine! Tell us why you want to work at Hamilton Barnes 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 Hamilton Barnes!
How to prepare for a job interview at Hamilton Barnes
✨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.
