Snaparazzi
Out of Hours Technical Support Coordinator
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Out of Hours Technical Support Coordinator
Out of Hours Technical Support Coordinator
Location: Hybrid – Gosforth, Newcastle office and from home. Hours: Out of Hours / Evenings & Weekends (Flexible Shift Patterns) Salary: Competitive, dependent on experience
About the Role
We are looking for a proactive and technically minded Out of Hours Technical Support Coordinator to join our growing support team. This role is critical in ensuring our venues and customers receive exceptional technical and operational support outside of standard business hours, helping to keep our photo booths operating smoothly.
You will be the first point of contact for all technical and operational support requests, providing fast, professional, and friendly assistance across our hardware, software, payment systems, and cloud-based platforms.
This is an excellent opportunity for someone with strong troubleshooting skills who enjoys solving technical challenges while delivering outstanding customer service.
Key Responsibilities
Customer & Venue Support
- Deliver exceptional customer service to venues and customers through prompt, professional, and friendly support.
- Act as the first point of contact for all venue support enquiries.
- Respond to calls, emails, and support tickets efficiently and positively.
- Troubleshoot and resolve issues quickly, escalating where essential.
- Maintain accurate records of all communications, actions, and resolutions.
Freshdesk Administration
- Log, manage, and close support tickets within Freshdesk.
- Monitor response and resolution times to ensure service standards are met.
- Identify recurring issues and trends to help improve processes and customer experience.
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Technical Support
- Provide first and second-line support for our proprietary CMS and Photobooth Controller Application (PCA).
- Troubleshoot:
- Content delivery
- Cloud synchronisation
- Device connectivity
- System performance issues
- Analyse application, system, and hardware logs to identify root causes and implement solutions.
- Deliver remote technical support using TeamViewer and similar tools.
- Support payment processing systems, including Nayax payment terminals and integrations.
- Diagnose and resolve print-related issues, including connectivity, drivers, media, and print quality.
- Escalate complex issues to development and engineering teams with detailed diagnostics.
- Maintain technical documentation, support records, and knowledge base articles.
Team Collaboration
- Collaborate closely with internal teams using Microsoft Teams and Jira to manage incidents and updates.
- Contribute to continuous improvement initiatives and knowledge sharing.
- Manage multiple support requests while maintaining high service standards.
Skills & Experience
Essential
- Strong troubleshooting and problem-solving abilities with a methodical approach to issue resolution.
- Experience analysing application, system, and hardware logs.
- Experience using TeamViewer or similar remote support tools.
- Good understanding of Microsoft Windows environments, including Windows IoT Enterprise.
- Excellent written and verbal communication skills.
- Strong organisational skills and attention to detail.
- Ability to prioritise workload and remain calm under pressure.
- Experience working with ticketing systems (e.g., Freshdesk) and project management tools (e.g., Jira).
- Comfortable with out-of-hours shift work.
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Desirable
- Familiarity with Node.js and Git.
- Experience supporting integrated hardware solutions, including:
- Printers
- Cameras
- Payment devices
- Peripherals
- Knowledge of Nayax payment systems or similar platforms.
- Understanding of photography fundamentals, including:
- Camera settings
- Lighting
- Exposure
- Image quality
- Studio setup
- Experience supporting cloud-based applications and content deployment workflows.
Why Join Snaparazzi?
Snaparazzi offers:
- The chance to work with global brands while contributing to the Snaparazzi growth journey.
- Comprehensive training on:
- Our CMS
- Photobooth Controller Application (PCA)
- Cloud infrastructure
- Content deployment processes
- Supported hardware ecosystem
- Competitive salary and benefits package.
- Generous pension contribution.
- Healthcare package included.
- Hybrid working model following probation.
- Modern Gosforth Headquarters with excellent transport links.
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