Job Description

Job Description
You will be responsible for the comprehensive management of cases, from initial reception to final resolution or corresponding escalation, managing each ticket with the responsibility and structure of a project.
Success in the role will be measured based on quality of resolution, SLA compliance, partner trust, and consistent customer satisfaction.
Responsibilities:
Respond to support queries from schools and VAR partners via phone, email, chat and web forms.
Diagnose and resolve incidents related to product, configuration, devices and networks.
Manage cases from start to finish, ensuring constant communication and adequate follow-up.
Record and document all incidents clearly and accurately in internal systems.
Escalate complex incidents by providing complete diagnostic information prepared for decision making.
Provide technical guidance to VAR partners during implementation and beyond.
Assist distributors' technical contacts with configuration, troubleshooting, and best practices.
Identify recurring partner challenges and recommend improvements in documentation or training.
Contribute to the creation of FAQs, knowledge base articles, and training resources to improve partner autonomy.
Network fundamentals (TCP/IP, DNS, routing).
Configuration of switches and routers.
Configuration and resolution of incidents in firewalls.
Administration of ChromeOS, Android, iPadOS and macOS.
Use secure remote tools to conduct resolution sessions when necessary.
Collaborate with product, engineering, sales and customer service teams to resolve complex incidents.
Identify patterns in client cases.
Contribute to process improvements that strengthen support reliability and efficiency.
Requirements:
Experience in customer-oriented technical support, IT support or similar position.
Knowledge of network fundamentals and resolution of infrastructure incidents.
Hands-on experience with Active Directory and Windows Server environments.
Knowledge of firewall and network configuration.
Experience supporting ChromeOS, Android, iPad and macOS devices.
Experience working with distributors, MSPs or channel partners (valuable).
Experience in educational technology (EdTech) or supporting schools (valuable).
Clear and secure communication with both technical and non-technical profiles.

Salary to receive
£65,000 / year