Field Service Technician

Our client is a global medical technology organisation focused on developing innovative healthcare solutions that improve patient outcomes and streamline clinical workflows. With a strong emphasis on technology, customer service, and continuous improvement, they support healthcare professionals and patients worldwide through a range of market-leading products and services.

The Role

We are seeking a Technical Support Analyst to join a growing support team. This is an excellent opportunity for someone looking to build their career in IT and technical support within a highly regulated and customer-focused environment.

You will act as a primary point of contact for customers experiencing technical or service-related issues, ensuring products and services perform to the highest standards while delivering an exceptional customer experience.

Key Responsibilities

• Provide first-line technical support to customers via phone, email, and remote support tools.
• Diagnose, troubleshoot, and resolve hardware, software, and service-related issues.
• Escalate complex incidents to senior engineers or specialist teams when required.
• Guide customers on the correct usage and operation of products and equipment.
• Log, track, and manage support tickets through to resolution.
• Maintain accurate documentation of incidents, solutions, and customer interactions.
• Work closely with internal teams to ensure timely resolution of customer issues.
• Deliver a high standard of customer service while meeting service level agreements (SLAs).
• Contribute to continuous improvement initiatives and knowledge-sharing within the support function.

Required Skills & Experience

• Previous experience in a customer service, helpdesk, technical support, or IT support environment is beneficial.
• Strong troubleshooting and problem-solving skills.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong attention to detail and organisational skills.
• Ability to prioritise tasks and manage multiple issues simultaneously.
• Experience using ticketing or service management systems is advantageous.
• A positive attitude and willingness to learn new technologies and processes.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates