About the Role

This is a hands on ICT technical support position responsible for providing frontline technical assistance to HDS customers and internal users.

The successful candidate will respond to technical enquiries, investigate and troubleshoot software, user access, configuration, connectivity, printing, Microsoft 365 and device-related issues, and provide practical solutions and clear instructions to users.

The position will also support the configuration and administration of company devices, Microsoft 365 accounts, endpoint management and security controls.

Where an issue requires specialist software development, cybersecurity or infrastructure expertise, the position will diagnose and document the issue and coordinate its escalation to the appropriate internal or external specialist.

BenefitsTask & responsibilities

Key Responsibilities

The role is divided into two primary areas of responsibility:

1. HDS Customer Technical Support

• Provide frontline technical and system support to HDS customers via phone, email and support tickets.
• Respond to customer queries and assist with day-to-day questions regarding the use of HDS software.
• Assist customers with user access, passwords, permissions, system settings, configuration, printing and connectivity-related issues.
• Provide clear instructions and guidance to help customers use HDS systems effectively.
• Investigate reported system issues and determine whether they relate to user configuration, hardware, connectivity, software, system integration or a potential software defect.
• Troubleshoot and resolve issues that fall within the scope of customer technical support.
• Maintain ownership of support requests and keep customers informed until the matter is resolved or appropriately escalated.
• Accurately document customer issues, troubleshooting performed and resolutions.
• Identify potential software bugs and escalate these to the HDS development team with sufficient information for investigation.
• Escalate infrastructure, cybersecurity, integration or other specialist matters to the appropriate internal or external provider.
• Assist with new customer onboarding, user setup, system configuration and implementation activities.
• Assist with testing HDS system changes, updates and configurations where required.
• Liaise with customers and relevant third-party vendors or integration partners when required to resolve technical issues.