As part of our support team, you’ll be one of the first points of contact for our customers when they need IT support.

You’ll spend your time:

• Answering support calls from customers
• Logging and managing IT support tickets
• Helping users with day-to-day IT issues
• Troubleshooting Windows and Microsoft 365 problems
• Supporting laptop and device setups
• Learning from senior engineers and developing your technical skills
• Providing friendly, professional customer service at all times
• Prioritising and managing support tickets effectively
• Following internal processes and documenting work clearly and accurately
• Escalating more complex issues when needed

Because this is a customer-facing role, a confident, polite, and professional telephone manner is extremely important.

MirrorSphere offers a modern flexible working environment, giving you the opportunity to work from home while remaining fully connected with the wider team.

This is not a traditional office-based helpdesk role where you’ll be expected to sit in an office every day. Instead, you’ll benefit from a mix of remote working, collaboration sessions, customer visits, training opportunities, and regular in-person meetups with the team.

Our registered office is based at Bloxham Mill in Oxfordshire, and there may be times when you are required to attend meetings, training sessions, customer sites, or team sessions in person.

This role would suit someone who is:

• Comfortable working independently
• Proactive and self-motivated
• Confident communicating with customers and colleagues remotely
• Keen to learn and collaborate as part of a close-knit team
• Reliable, organised, and able to manage their time effectively

Even while working remotely, you’ll receive ongoing support, mentoring, and training from experienced engineers, and we stay closely connected throughout the day using modern collaboration tools.

Essential

• Strong interest in IT and technology
• Excellent communication and telephone skills
• Friendly and professional attitude
• Good problem-solving ability
• Ability to prioritise workload and manage tasks effectively
• Good attention to detail and ability to follow processes
• Willingness to learn and develop
• Good organisational skills
• Reliable internet connection suitable for remote working
• A suitable quiet working environment where you can comfortably and professionally speak with customers on the phone
• Ability to travel to customer sites, training sessions, or team meetings when required

Desirable

• Basic understanding of Windows PCs and Microsoft 365
• Experience working with Apple Mac devices and mobile devices including iPhone and Android is an advantage
• Personal interest in computers, gaming PCs, networking, cybersecurity, or technology
• IT qualification, college course, apprenticeship, or equivalent self-taught knowledge
• Customer service, retail, hospitality, or telephone-based experience
• Full UK driving licence or access to suitable transport

Having a driving licence would be beneficial due to occasional customer visits and in-person team meetings, although it is not essential for the role.