Technical Support Agent

About This Job

At Shireburn, we help businesses work smarter through innovative HR, payroll, and business software solutions. For over 40 years, we have partnered with organisations across multiple industries, providing technology that simplifies processes, improves efficiency, and supports business growth.

We're looking for a hands on, technically minded Technical Support Agent to support customers both remotely and on site. This role is ideal for individuals who enjoy working with technology, troubleshooting technical issues, and helping customers overcome challenges. You'll work across hardware, software, networking, operating systems, and business applications while supporting a diverse range of customer environments.

Whether your interests lie in IT support, systems administration, networking, cloud technologies, hardware, or software solutions, this role offers an excellent opportunity to develop practical technical expertise while working directly with customers and a wide variety of technologies.

What You'll Be Doing

• Attend in-person meetings with clients to analyse, troubleshoot, support, and diagnose technical hardware and software system issues.
• Prioritise and manage multiple open issues and projects efficiently at one time.
• Respond to customer inquiries and assist in troubleshooting, resolving client issues, and communicating solutions effectively.
• Ensure that all clients' infrastructure operates efficiently when running Shireburn Software and third-party products.
• Address connection problems, data access issues, slow performance, and software application problems.
• Work on client sites to install, configure, troubleshoot, and provide solutions related to computer hardware and software systems.
• Assist in the configuration and installation of attendance biometric devices.
• Perform day-to-day tasks required for software implementation support services.

What We're Looking For

• Excellent analytical and problem-solving skills.
• Strong interpersonal skills to communicate with customers and solve technical-related problems quickly and efficiently.
• Proficient with Microsoft Windows desktops, Apple OSX, and virtualised on-premise and cloud environments.
• Excellent written and verbal communication skills in English and Maltese.
• Possess a car and a valid driving license.
• Ability to work under pressure and be flexible to accommodate clients' needs.
• Team player with a pleasant and outgoing personality, demonstrating initiative.
• Proven work experience as a technical support agent is considered an asset.
• A bachelor's degree in computer science, information systems, or a related field, or a Higher National Diploma with relevant experience, is considered an asset.

You'll Thrive In This Role If You

• Enjoy figuring out how technology works.
• Like solving problems and investigating technical issues.
• Are naturally curious and enjoy learning new technologies.
• Take ownership of issues and see them through to resolution.
• Enjoy balancing technical work with customer interaction.
• Are comfortable working in different customer environments.
• Enjoy variety and exposure to different systems, infrastructure, and technologies.
• Have a proactive mindset and continuously look for opportunities to improve your skills and knowledge.

What Success Looks Like

• Delivering high-quality technical support and maintaining strong customer satisfaction levels.
• Resolving incidents efficiently and identifying long-term solutions where possible.
• Maintaining reliable and stable customer environments that support Shireburn software solutions.
• Managing support requests and technical projects effectively whilst meeting agreed timelines.
• Building strong relationships with customers and becoming a trusted technical advisor.
• Demonstrating continuous growth in technical knowledge and troubleshooting capability.
• Contributing to successful software implementations and customer onboarding activities.
• Sharing knowledge, supporting colleagues, and contributing to continuous improvement initiatives within the team.