IT Product Specialist

IT Product SpecialistSalary: £47,000 + up to 25% annual bonus and excellent benefitsLocation: Field-Based (UK and Ireland travel required)Working Hours: Full Time, 37.5 hrs/week between 08:30 and 17:30, with an additional on-call requirementA top 10 global, award-winning company seeks an experienced IT Product Specialist to join their successful team. In this role, you’ll provide expert IT support, including system design, installation and technical support across hardware and software, serving our diverse customer base both on-site and remotely.The successful candidate will have a passion for delivering excellent technical support and training, as well as the ability to manage extensive travel across the UK and Ireland to ensure high-quality service delivery. If you’re proactive, well-organised and committed to elevating customer satisfaction, we’d love to hear from you!Key Responsibilities:Customer Support & Service

• Offer first and second-level remote support via phone, responding within established KPIs.
• Accurately record and log support calls, maintaining high standards of data integrity.
• Utilise remote access applications as needed, following all usage protocols.
• Deliver consistently high First-Time Fix Rates and maintain customer satisfaction.

Product IT Systems Planning and Installation

• Conduct thorough IT site surveys and participate in project meetings.
• Lead and complete IT system installations, system upgrades and configurations.
• Engage with customers and third parties for seamless setup and handover.

Customer Training and Development

• Design and deliver customer training programs both on-site and remotely.
• Continuously update training content to align with evolving practices.
• Develop and maintain online training resources and competency exams for customers.

Professional Development

• Participate in company-led and role-specific training, including IT, application and technical instrumentation training.
• Develop a strong understanding of CRM systems and adhere to company policies.

Health, Safety, and Environmental Compliance

• Attend required Health & Safety and Environmental training.
• Follow all company and customer health, safety and environmental policies, including WEEE Directives.

Essential Skills

• Customer-focused approach with a background in IT troubleshooting.
• Excellent organisational skills and experience in remote IT support.
• Strong understanding of TCP/IP, network troubleshooting and technical documentation.
• Full UK Driving License.

Desirable Skills

• Experience with call centers or support centers.
• Familiarity with laboratory IT systems or instrumentation.
• Knowledge of Microsoft SQL, VMware, and Hyper-V.
• Understanding of ASTM/HL7 communication protocols.

Why Join our client?This role offers a unique blend of technical IT support, customer interaction and travel, making it ideal for an enthusiastic IT professional looking to develop within a forward-thinking organisation. Be part of a team that prides itself on delivering exceptional customer support and shaping the future of in-vitro diagnostic technology.