Customer Service - Tech Sector

Technical Support Analyst Knutsford- on site £28K - £30K A Technical Support Analyst is required for our technology client. You will provide advanced technical support across platforms and services. You’ll handle escalated issues, troubleshoot complex faults, and work closely with internal teams to deliver excellent customer outcomes. Responsibilities: Resolve 1st/2nd line support tickets and escalations within SLAs Diagnose system, network, and performance issues using logs and monitoring tools Perform configurations, maintenance, and updates across hybrid cloud and on‑prem systems Escalate complex issues to Level 3 with clear documentation Communicate professionally with customers and internal teams Experience required: 2+ years’ experience in enterprise IT support Strong Windows Server, Linux, networking, SQL Server, and Active Directory knowledge Experience with cloud platforms (Azure/GCP), containers, and scripting Comfortable working to SLAs with a customer‑focused mindset

Junior IT Support Technician Location: Antrim Job Type: Full-time | Office-based Salary: £25,000 – £30,000 per annum Reed Technology is delighted to be working with an excellent company based in Antrim for a Junior IT Support Technician to join their dynamic team. This opportunity is well suited to an individual at the beginning of their IT career with a strong interest in technology and a commitment to providing high-quality support to end users. The successful candidate will be involved in delivering daily technical assistance across a range of systems, communication tools, and infrastructure, helping to maintain the smooth running of business operations. Key Responsibilities Serve as the initial contact for technical support requests, managing queries through an internal ticketing system. Record, track, and resolve incidents, service requests, and system changes in a timely manner. Diagnose and fix issues relating to hardware, software, mobile devices, and network connectivity, both on-site and remotely. Refer more complex or advanced technical problems to senior colleagues when necessary. Assist with user account management, including access rights and password support. Support employee onboarding and offboarding activities from an IT perspective. Adhere to established procedures and make use of internal knowledge bases to ensure consistent service delivery. Maintain accurate and up-to-date records of all support activities within internal systems. Deliver a professional, approachable, and customer-focused support service at all times. Work collaboratively with the wider IT function to ensure efficient issue resolution. Skills & Experience Required A relevant IT qualification (such as a degree, diploma, or similar). A minimum of one year’s experience in an IT support or service desk environment. Previous experience interacting directly with customers or end users. Strong interpersonal and communication skills, with the ability to work well as part of a team. Good organisational skills, with the ability to manage priorities and work effectively under pressure. A sound understanding of general IT systems and fundamental networking principles. Familiarity with standard health & safety guidelines and IT security best practices. For more information, including package details, please contact Mary at Reed Belfast, apply via this advert, or contact me confidentially on LinkedIn

Junior IT Support Technician Location: Antrim Job Type: Full-time | Office-based Salary: £25,000 – £30,000 per annum Reed Technology is delighted to be working with an excellent company based in Antrim for a Junior IT Support Technician to join their dynamic team. This opportunity is well suited to an individual at the beginning of their IT career with a strong interest in technology and a commitment to providing high-quality support to end users. The successful candidate will be involved in delivering daily technical assistance across a range of systems, communication tools, and infrastructure, helping to maintain the smooth running of business operations. Key Responsibilities Serve as the initial contact for technical support requests, managing queries through an internal ticketing system. Record, track, and resolve incidents, service requests, and system changes in a timely manner. Diagnose and fix issues relating to hardware, software, mobile devices, and network connectivity, both on-site and remotely. Refer more complex or advanced technical problems to senior colleagues when necessary. Assist with user account management, including access rights and password support. Support employee onboarding and offboarding activities from an IT perspective. Adhere to established procedures and make use of internal knowledge bases to ensure consistent service delivery. Maintain accurate and up-to-date records of all support activities within internal systems. Deliver a professional, approachable, and customer-focused support service at all times. Work collaboratively with the wider IT function to ensure efficient issue resolution. Skills & Experience Required A relevant IT qualification (such as a degree, diploma, or similar). A minimum of one year’s experience in an IT support or service desk environment. Previous experience interacting directly with customers or end users. Strong interpersonal and communication skills, with the ability to work well as part of a team. Good organisational skills, with the ability to manage priorities and work effectively under pressure. A sound understanding of general IT systems and fundamental networking principles. Familiarity with standard health & safety guidelines and IT security best practices. For more information, including package details, please contact Mary at Reed Belfast, apply via this advert, or contact me confidentially on LinkedIn

IT Support Specialist (Contract) Norwich (On-site, 5 days per week) Contract: 5 months £180–£220 per day (Umbrella) We’re recruiting for an experienced IT Support Specialist to join a growing organisation’s Norwich-based IT team. This is a hands-on, user-facing role providing both desk-side and remote support across a modern, cloud-first environment. The Role You’ll be the first point of contact for IT support across the business, handling a wide range of technical issues while ensuring a high standard of service delivery and documentation. Working closely with the wider IT team, you’ll support users both locally and across the wider organisation. Key Responsibilities Provide 1st line support (with some 2nd line exposure) via phone, email, and in person Manage and resolve tickets in line with agreed KPIs using a ticketing system Troubleshoot hardware, software, and network issues across laptops, desktops, printers, and mobile devices Set up and configure new user devices and accounts Support Microsoft cloud technologies including Azure, Office 365, and Windows environments Maintain accurate documentation and contribute to knowledge base improvements Collaborate with IT colleagues on ongoing projects and improvements Ensure all processes follow strict compliance and approval standards (audit-focused environment) Skills & Experience Proven experience in an IT support role (2+ years) Strong knowledge of Microsoft 365, Windows OS, and cloud-based environments Experience troubleshooting hardware, software, and basic networking issues Familiarity with ticketing systems (e.g., Freshservice) is beneficial Understanding of cyber security best practices Experience working in a structured or compliance-driven environment is advantageous (e.g., SOX) Excellent communication skills and a customer-focused approach About You A proactive problem solver with a “can-do” attitude Comfortable working independently as well as part of a wider team Highly organised with the ability to manage multiple priorities Strong attention to detail, particularly around documentation and processes Passionate about delivering high-quality user support If you have the skills and experience for this role, please apply using the

IT Manager Location: Hemel Hempstead (Hybrid) – On-site parking available Salary: £60,000 – £68,000 (dependent on experience) Reed Technology are delighted to be partnering with a leading organisation in their search for an experienced IT Manager to join their friendly and collaborative team. This role offers a balance of strategic oversight, service management, and hands-on technical leadership. Key Responsibilities Oversee the organisation’s IT services, including management of third‑party suppliers and associated budgets. Ensure SLAs and service standards are established, monitored, and consistently met. Act as the primary escalation point for 2nd line support technicians. Maintain adherence to GDPR and data security frameworks Take a proactive, hands-on approach to resolving complex technical issues as they arise. Experience & Skills Required Proven experience in administering hardware and software systems. Strong knowledge of cloud technologies, particularly Microsoft 365. Effective supplier management skills and the ability to collaborate with third‑party providers to drive successful outcomes. Recent and demonstrable experience in hands-on, practical IT problem-solving. Solid understanding of Microsoft technologies (identity management, user profiles, Windows Server). Extensive experience supporting Windows desktops, the Microsoft Office Suite, and smartphones. If this role sounds like the right fit for you, please apply online or contact me directly at abi.collins@reed.com for more information.

Interim Head of Software Engineering 📍 London (Hybrid) | ⏳ 3–6 Months We are seeking an experienced Head of Software Engineering to lead a critical function within a large, complex organisation’s IT Services team. You will oversee a multi-disciplinary function covering software engineering, enterprise integrations, application platforms, data engineering, reporting and analytics, ensuring the delivery of secure, resilient and scalable digital services. Key Responsibilities Lead and manage the Software Engineering function across development, integrations, platforms and data services Oversee the support, maintenance and continuous improvement of enterprise applications and platforms Ensure services are secure, reliable and resilient, with strong governance and lifecycle management Drive modernisation of systems, including reducing technical debt and improving engineering practices Define and implement technical strategy, standards and roadmaps across software, integration and data services Lead enterprise integration capability, including APIs and critical institutional data flows Manage stakeholders, priorities and resources to balance operational delivery and strategic initiatives Oversee suppliers and technology partners, including contracts and performance Experience Required Proven leadership of enterprise software engineering or technology functions within large, complex environments Strong track record delivering secure, customer-focused digital services across applications, integrations and data Experience managing operational services, including service continuity, governance and support models Expertise in modern software engineering, integration and data platforms Excellent stakeholder engagement and leadership skills Desirable Experience within Higher Education or a similar complex organisation ITIL, Agile or relevant technical certifications

Reed Technology is working with a public sector organisation, currently seeking to hire a Programme Manager on a fixed-term contract basis until February 2027. Key Responsibilities: Lead the delivery of a complex, multi-workstream programme involving technology, data, and systems Manage programme plans, milestones, dependencies, risks, and budgets Establish and maintain strong programme governance, including reporting to senior stakeholders Coordinate cross-functional teams and manage dependencies across multiple workstreams Oversee service transition activities and ensure operational readiness for go-live Engage with internal teams, external partners, and suppliers to ensure aligned delivery Support delivery of data migration, system integration, and digital service components Required Skills & Qualifications: Proven experience delivering large-scale, complex programmes (not just projects) Strong programme governance, planning, and risk management experience Experience working across technology, data, and systems delivery Experience managing cross-organisational dependencies and third-party suppliers Excellent stakeholder management and communication skills (including senior leadership) Ability to manage competing priorities within a structured programme environment Desirable: Experience with workforce transitions within organisational change programmes Familiarity with Microsoft Power Platform, Dynamics 365, or similar enterprise platforms Experience working within or alongside the public sector Programme management certification (MSP, PRINCE2 or equivalent) Benefits: Fixed-term contract until February 2027 Salary up to £78,930 / year (DOE) Civil Service pension (28.97% employer contribution) 30 days annual leave (pro-rata) plus 13 public holidays Hybrid working

IT Support Engineer Contract Type: Temporary (2-week contract) Location: London Salary: £14.89 per hour PAYE We urgently require IT Support Engineers to assist with a critical office move for one of our key clients. This role demands setting up workstations, troubleshooting, and ensuring a smooth transition during the customer hypercare period post-move. We are looking for dedicated professionals who can provide both 1st and 2nd line support to instil confidence in our important client. Day-to-day of the role: Setting up workstations including docking stations, monitors, and other necessary equipment. Troubleshooting any issues that arise during the setup and transition period. Providing ongoing support during the hypercare period to ensure success and optimal customer experience. Working closely with the team to ensure a seamless move and setup for the client. Required Skills & Qualifications: Proven experience in IT support, preferably with experience in both 1st and 2nd line roles. Strong troubleshooting skills and experience with hardware setup. Excellent customer service skills and the ability to handle high-pressure situations. Ability to commit to the full duration of the contract and work the hours required. Experience in office moves or similar projects is highly desirable. Schedule: Consistent need for 2 IT Support Engineers from 21/05/2026 to 09/06/2026, working from 9:00 AM to 5:30 PM. All hands on deck on 04/06/2026 and 05/06/2026 with extended hours from 9:00 AM to 9:00 PM and 8:00 AM to 8:00 PM respectively To apply for this IT Support Engineer position, please submit your CV

We’re partnering with a highly regarded technology consultancy known for delivering large-scale, bespoke, business critical systems. Due to continued growth, they’re looking to appoint an ambitious Business Analysts to join their high performing delivery teams. The Opportunity This is a fantastic opportunity to work at the heart of complex, enterprise-scale technology programmes, where you’ll play a critical role in shaping solutions and influencing outcomes. You’ll sit between business stakeholders and technical teams, driving clarity, defining requirements, and ensuring the successful delivery of innovative digital solutions. The environment is fast-paced, collaborative, and intellectually stimulating. On offer is exposure to cutting-edge technology projects and a strong culture of continuous development. What You’ll Be Doing Acting as the key interface between stakeholders, UX, development, and test teams Leading requirements elicitation and analysis across complex environments Supporting solution design and ensuring alignment to business goals Working within Agile delivery teams, closely alongside Product Owners Helping deliver high-quality, scalable software solutions Building strong relationships with senior stakeholders What We’re Looking For Proven experience as a Business Analyst in enterprise-scale environments Strong track record working in Agile delivery teams Solid understanding of Agile and Waterfall methodologies Ability to apply a range of analysis techniques to deliver real business value Excellent stakeholder management and communication skills A consultative, flexible approach with strong problem-solving ability Exposure to modern software development practices and SDLC Any previous experience with UCD would be advantageous. What’s in It for You Clear career progression within a growing consultancy Opportunity to work on high-impact, complex programmes Strong learning and development culture Competitive salary + excellent benefits package, including: Up to 30 days annual leave Private medical & life assurance Enhanced family leave Flexible benefits (gym, cycle-to-work, etc.) Why Apply? If you’re a Business Analyst who enjoys solving complex problems, working in collaborative teams, and delivering meaningful outcomes, this is a standout opportunity to take your career to the next level in a consultancy that truly invests in its people.

Transport Systems & Change Specialist (MTC / Local Authority) Leicester - Remote (with occasional on-site travel) £450/day (Umbrella) 3-Month Contract (Initial) We are supporting a large public sector organisation in delivering key improvements across their school transport systems and processes. They are seeking an experienced Transport Systems & Change Specialist to play a hands-on role in enhancing and optimising their core transport platform. This is a fantastic opportunity to work on modernising and automating transport processes, helping move systems forward and improve service delivery through better use of technology. You will take ownership of enhancing a web-based transport management system (MTC), ensuring it is fully optimised, efficient, and aligned to operational needs. This role combines systems expertise, process improvement, stakeholder engagement, and delivery capability. Key responsibilities will include: Enhancing and optimising the MTC transport system Supporting the transition and continued evolution of a web-based platform Identifying opportunities to automate and streamline school transport processes Gathering and translating requirements into system improvements Working closely with internal stakeholders across transport and IT teams Engaging with external software suppliers to drive system enhancements Supporting a small amount of BAU activity alongside project work Driving process efficiency and continuous improvement initiatives Key Requirements Proven experience working with transport systems within a local authority setting Strong understanding of web-based transport platforms (experience with MTC highly desirable) Experience enhancing and optimising live business-critical systems Demonstrable background in process improvement / automation initiatives Ability to operate across systems, change, and delivery Strong stakeholder management skills, with experience liaising across business and technical teams Experience working with third-party software suppliers Desirable Direct experience with MTC (Moving Technology) Knowledge of school transport operations Background in local government or public sector environments If you have the relevant skills and experience to carry out the role above, please apply using the link provided.