Technical Support Specialist

LoadSpring is expanding beyond hosting into the world of predictive transformation. At LoadSpring, we bridge innovation and transformation with our LoadSpring Cloud Platform and the integrated data capabilities we provide through LoadSpring INSIGHTS. Our technology solutions provide a secure hosting platform to run the project and capital-intensive industries' most crucial project applications, delivering a reporting and analytical database of clean, accurate, relevant, and structured data.

LoadSpring’s innovative, tenacious, and driven professionals benefit from a unique working environment where our teams blend varying perspectives, experiences, and technologies to solve complex problems. In our value-filled environment, you’ll feel supported with workplace flexibility, commitment to health and wellness, and varied professional growth opportunities. We are excited to invite you to apply for our Technical Support Specialist position and see how you can help top companies around the globe unlock the power of their data and position them to make the best strategic business decisions!

This is a 100% remote position in the UK and does not require commuting to a physical office location. 

About the Technical Support Specialist position:

Are you passionate about solving complex technical challenges and delivering exceptional customer experiences? We’re looking for a Technical Support Specialist to join our dynamic, customer-focused support team! In this role, you’ll be the go-to expert for troubleshooting and resolving issues across business applications, networking, and hardware. You’ll dig deep to find solutions, collaborate with third-party vendors, and ensure every customer interaction ends with confidence and satisfaction. Beyond troubleshooting, you’ll make sure every detail is captured, every task is prioritized, and every customer stays up and running without a hitch. 

What you'll do as a Technical Support Specialist:

Technical Customer Support

• Fields support calls, chat, email, and/or other communication from users with inquiries regarding hosted software, connectivity, printing, and similar concerns.
• Works with customers to reproduce, investigate, and resolves challenges with computer software and hardware. 
• Guides customers through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Identify and troubleshoot application alerts presented from the company monitoring software.
• Handle escalated cases and internal escalations from tier 1 support reps.
• Collaborates with internal staff and 3rd party vendors to research and drive to resolution customer challenges.
• Identifies reoccurring case generation issues and works with internal and external team to identify and implement permanent fixes. 
• Helps to create and maintain a culture of continuous improvement within the support and broader organization.
• Perform application QA's in support of new customer setups, upgrades or patching. 

Documentation

• Create Knowledge base articles to record and document fixes to common customer challenges.
• Maintains documentation of all steps taking and customer interactions in the relevant support cases. 
• Demonstrates excellent verbal and written communication skills with customers and internal team. 

Professional Development

• Effectively complete training within the timeframe required by the business.
• Maintains current knowledge of technological innovations and trends. 

Process

• Follow Change Management processes to implement configuration changes. 
• Follow Problem Management processes to troubleshoot and resolve recurring issues. 
• Participates in the on-call rotation to ensure 24 x 7 support of IT operations. 

Mentoring

• Act as a mentor to more Jr. staff within the support team, providing guidance, training, and knowledge sharing.

 What you'll need to be a successful Technical Support Specialist: 

• 3-5 years of experience in IT customer support, with a strong focus on applications.
• Prefer experience with applications such as Primavera, Autodesk, ESRI or equivalent tools.
• Experience with Windows Operating systems, including Server 2016 & 2019.
• Knowledge of construction project management processes and procedures a plus.
• Experience with installation and configuration of hardware and software.
• Intermediate to Advanced troubleshooting knowledge of application infrastructure.
• Ability to handle escalated issues, troubleshoot error messages, and implement fixes, identifying relevant escalation paths if unable to resolve.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Attention to detail and a commitment to quality.
• Strong analytical and problem-solving skills.
• Ability to work fully remote Monday- Friday AND an on-call rotation of at least 6 weekends and up to 2 holidays per year.

Salary range is  £30,000 - £35,000 per year. This range may vary depending on the experience, qualifications, and other factors of the individual being hired. 

World Class Benefits

We’re proud of our high-energy, collaborative, and genuinely enjoyable working environment. Our team is passionate about what they do—keen to come to work, eager to learn, and driven to succeed. To keep you happy, healthy, and motivated, we offer a range of benefits and perks, including:

• An entrepreneurial culture where individuals are empowered, leadership is approachable, and your ideas are truly valued and actioned. 
• A workplace where senior leaders act as partners—encouraging innovation and supporting your professional growth.
• A team that shares a passion for cloud technology, digital transformation, and delivering outstanding customer service.
• A highly collaborative environment where everyone feels connected and involved—regardless of where you’re based.
• Plus, a comprehensive benefits package, including private healthcare, dental and vision cover, life insurance, pension contributions, and more.

Equality

LoadSpring Solutions Ltd. is an equal opportunities employer. We welcome applications from all suitably qualified individuals regardless of race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable adjustments during the recruitment process due to a disability, please let us know. We are happy to accommodate and ensure no applicant is disadvantaged as a result. For certain positions at LoadSpring Solutions Ltd., UK Citizenship, British Citizenship, or indefinite leave to remain under the EU Settlement Scheme may be a requirement. Where applicable, verification of such status will be necessary upon acceptance of an employment offer. 

Disclaimer

Please be aware that fraudulent individuals and organisations may post fake job advertisements using our company's name or branding. We take these matters seriously and are committed to preventing fraudulent activity. To ensure your safety, please always verify the legitimacy of job postings and emails originating solely from the loadspring.com domain, recruiting.paylocity.com domain, or from the email address do-not-reply@mail.paylocity.com. We do not request personal information or payment for job applications, interviews, or employment offers. If you suspect a job posting or email to be fraudulent, please report it to abuse@loadspring.com. Thank you for your vigilance and cooperation.