Technical Support Executive

2 weeks ago

Glasgow, United Kingdom MHouse Full time

About MHouse Business Solutions 


MHouse Business Solutions is a forward-thinking company dedicated to delivering exceptional business solutions to a wide range of industries. We pride ourselves on our ability to enhance operational efficiency, streamline workflows, and solve technical challenges for our clients. At MHouse, we value innovation, professionalism, and exceptional customer service, creating an environment where both our clients and team members thrive. 


Position Overview


We are seeking a Technical Support Executive to join our growing team. The ideal candidate will be the first point of contact for clients, providing first-line technical support, troubleshooting technical issues, and resolving queries with a professional and customer-focused approach. This role requires a strong foundation in general computer systems, Windows operating systems, networking, and problem-solving. You will be responsible for managing inbound technical queries, offering effective solutions, and ensuring customer satisfaction at all times. 


This is a fantastic opportunity for someone with excellent communication skills, technical know-how, and a passion for helping others. 


Key Responsibilities 


Client Support & Technical Assistance 


  • Serve as the first point of contact for technical support via phone, email, or support ticket system. 
  • Provide first-line technical support to resolve customer queries efficiently and professionally. 
  • Troubleshoot hardware, software, and network-related issues for Windows-based systems. 
  • Diagnose and resolve technical problems related to operating systems, applications, and network connectivity. 
  • Escalate complex issues to second-line support teams when necessary while ensuring smooth handover and follow-up. 
  • Maintain detailed logs of support requests, actions taken, and resolutions within the ticketing system. 


Windows Operating Systems & Applications 


  • Support, configure, and troubleshoot issues with Windows operating systems and associated applications. 
  • Assist users with updates, installations, and configurations of software programs. 
  • Provide advice and basic training to end-users regarding Windows OS features and applications. 


Networking & Systems Knowledge 


  • Assist in diagnosing network connectivity problems, including routers, switches, and firewalls. 
  • Provide support for local area networks (LAN), wide area networks (WAN), and internet troubleshooting. 
  • Identify basic networking issues, such as IP conflicts, DNS errors, and slow network performance. 


Problem-Solving & Customer Service 


  • Analyze issues effectively and identify solutions quickly, minimizing client downtime. 
  • Communicate technical solutions clearly and concisely to both technical and non-technical users. 
  • Demonstrate strong customer service skills with the ability to handle customer queries calmly and professionally. 
  • Follow up on support tickets to ensure client issues are resolved to their satisfaction. 


General Duties 


  • Assist with technical documentation and process improvements to support internal and external operations. 
  • Work collaboratively with team members to identify recurring issues and suggest long-term solutions. 
  • Stay up to date with evolving technologies, trends, and tools within the technical support industry. 

 


Qualifications & Experience: 


  • Previous experience in a Technical Support or Helpdesk Support role (1-3 years preferred). 
  • Solid understanding of Windows operating systems, including Windows 10/11 and Windows Server environments. 
  • General knowledge of computer hardware, software installations, and troubleshooting methods. 
  • Basic networking knowledge, including understanding of IP addressing, DNS, LAN/WAN, and network devices. 
  • Excellent problem-solving skills with the ability to think logically and analytically. 
  • Strong customer service and communication skills, both verbal and written. 
  • Ability to explain technical information to non-technical users in a clear and simple manner. 
  • Familiarity with ticketing systems and remote support tools is a plus. 

 


Key Skills: 


  • First-line technical support experience. 
  • Proficiency with Windows OS and related applications. 
  • Basic networking and system troubleshooting. 
  • Exceptional problem-solving and critical-thinking skills. 
  • Strong communication and interpersonal abilities. 
  • Ability to multitask and manage time effectively in a fast-paced environment. 

 


What We Offer: 


  • Competitive salary, based on experience. 
  • A collaborative and supportive team environment. 
  • Opportunities for professional growth and technical certifications. 
  • The chance to work with cutting-edge technologies and make a real impact in a growing company. 


How to Apply: 


If you are a motivated and customer-focused individual with strong technical abilities, we would love to hear from you Please submit your resume and a brief cover letter explaining why you’re a great fit for the Technical Support Executive role at MHouse Business Solutions. 


MHouse Business Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 


 

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