Technical Support Specialist

Technical Support – Birmingham (Hybrid, £40,000)

Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below.

The Role

We're working with a leading global insurer looking to hire a Technical Support Specialist for their IT & Operations team in Birmingham.

This role sits at the heart of their internal support function, helping onboard new users, resolving day-to-day issues, and keeping systems running smoothly. You'll manage support tickets, maintain documentation, and make sure users get a fast, reliable service every time.

If you're the kind of person who enjoys solving problems, improving processes, and delivering great service, this is an opportunity to do all three within a business that's serious about technology and people.

What You'll Be Doing

• Act as the first line of support for all technical queries, managing and triaging tickets via Wrike
• Onboard new users to internal systems and provide ongoing support to existing users
• Troubleshoot and resolve user issues efficiently, escalating to 2nd line where necessary
• Maintain internal documentation and knowledge bases using Confluence
• Keep users informed on ticket progress and resolution updates
• Identify opportunities to improve support processes and overall user experience

What You'll Bring

• Previous experience in a technical support or IT helpdesk role
• Familiarity with ticket management systems (Wrike experience is ideal)
• Ability to create and maintain documentation in Confluence or similar
• Excellent communication skills and a customer-first mindset
• A proactive approach to continuous improvement and problem-solving

Nice to have:

• Experience in a customer-facing role
• Exposure to Agile ways of working or tools like JIRA
• Understanding of user-centric design principles

Why This Role?

You'll be part of a collaborative team within a global insurer that's investing heavily in its technology and operations.

You'll have space to learn, contribute, and grow while working on meaningful support challenges that make a difference to the business.

Salary: £40,000

Hybrid: 2–3 days per week in the Birmingham office