{"id":1583083,"url":"https://alion.io/job/halma-technical-support-associate","title":"Technical Support Associate","company":{"id":51550,"name":"Halma","domain":"halma.com","url":"https://alion.io/company/halma","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":38,"ghost_share":0,"stale_share":0.632,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Windsor, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":61000,"period":"year","method":"role_country_seniority_unknown","sample_n":112},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-09-04T00:00:00Z","employer_posted_date":"2026-09-04","last_verified_at":"2026-10-17T01:07:26Z","board_verified":true,"closed_at":null,"days_open":43,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":43},"description":"As a global market leader in the world of eyecare, Keeler’s dynamic business creates an exciting opportunity for career development.\nWe are a vibrant, future-facing organisation, with over a century of industry expertise. The highly-trusted Keeler brand supports our consistent revenue growth. We actively foster a diverse, inclusive work environment and continuously seek to drive sustainability across our organisation.\nKeeler is a part of Halma, a global group of life-saving technology companies focused on growing a safer, cleaner, healthier future for everyone, every day. Employing over 7,000 people in more than 20 countries, Halma has major operations in the UK, mainland Europe, the USA and Asia Pacific. Halma is listed on the London Stock Exchange (LON: HLMA) and is a constituent of the FTSE 100 index.\nAbout the Role\nReporting to the Technical Services Manager, the Technical Support Associate - Products & Software provides first-line technical support for enquiries submitted via the ticketing system, covering Keeler’s product range and associated software, including Keeler Konnect, Accutome Connect, Kapture and Kinexis.\nThis role is designed for a recent graduate or early-career candidate who has demonstrable technical aptitude and willingness to learn. The successful candidate will have curiosity, strong communication skills, problem-solving ability and a customer-focused approach. Full training and mentoring will be provided to develop product knowledge, software support skills and confidence in supporting both internal and external customers.\nThe role involves assisting with the investigation, resolution and documentation of technical issues related to product functionality, operations, parts and software, while supporting a positive customer experience.\nKey Responsibilities\nAct as a first point of contact for technical enquiries via ticketing system, email, telephone and video, with support from senior team members where required.\n\nAssist customers and colleagues with Keeler product and software-related enquiries in a professional and customer-focused manner.\n\nSupport troubleshooting, software installation and operational guidance for Keeler products and associated software under guidance.\n\nUse remote support tools, such as TeamViewer, to assist customers with software installation, configuration and basic troubleshooting.\n\nRegister, classify and track enquiries and product returns in the ERP system, ensuring accurate and timely updates.\n\nLiaise with customers throughout the service ticket lifecycle, providing clear updates and escalating when appropriate.\n\nEscalate complex or specialist technical issues to Subject Matter Experts (SMEs) or senior technical colleagues as needed.\n\nMaintain accurate records of enquiries, actions taken and resolutions to support quality, traceability and continuous improvement.\n\nContribute to knowledge base documentation, FAQs and process improvement activities.\n\nComplete administrative tasks promptly and accurately.\n\nAssist in creating educational material for customers, such as technical how-to guides, tutorial videos and training content for Keeler educational platforms including Keeler EyeQ Education Hub, LMS and Freshdesk knowledge base.\n\nSupport customer training activities where required, initially by assisting senior colleagues and developing confidence over time.\n\nAbout You\nWe are looking for someone with demonstrable technical aptitude and willingness to learn, rather than requiring extensive previous experience. The successful candidate will be curious, organised, customer-focused and keen to build a career in technical support within a medical device environment.\nEssential Skills and Attributes\nStrong technical aptitude and genuine interest in technology, software applications and problem-solving.\n\nCuriosity and enthusiasm for learning new products, systems and technical processes.\n\nExcellent written and verbal communication skills, with the ability to explain technical information clearly to technical and non-technical audiences.\n\nA logical and methodical approach to troubleshooting, with good attention to detail.\n\nCustomer-focused mindset, with patience, professionalism and a desire to provide a positive support experience.\n\nStrong work ethic, reliability and ability to prioritise workload with guidance.\n\nAbility to work both independently and as part of a collaborative team.\n\nProactive approach to learning, asking questions and improving knowledge over time.\n\nComfortable using Microsoft Office applications and learning business systems such as ERP, ticketing and knowledge base platforms.\n\nDesirable Skills and Experience\nDegree, HND, apprenticeship or equivalent qualification in Engineering, Biomedical Engineering, Computer Science, Information Technology, Electronics, Medical Technology or a related technical discipline.\n\nPrevious experience in a customer-facing, IT support, retail technology, service desk or technical support environment.\n\nBasic understanding of computer hardware, software installation, networking concepts or remote support tools.\n\nFamiliarity with TeamViewer or similar remote support platforms.\n\nExperience using ticketing, CRM, ERP or knowledge base systems.\n\nInterest in video editing, tutorial creation or educational content would be beneficial.\n\nAwareness of medical devices, healthcare technology or regulated environments would be advantageous.\n\nWhat We Offer You\nCompetitive remuneration package including base salary, performance-related bonus structure, pension scheme and other associated benefits.\nThe potential to work in a collaborative work environment within Keeler and the Halma Group.\nCareer development opportunities within Keeler and the Halma Group.\nStructured product, software and support process training.\nMentoring and development towards future technical support or product specialist roles.\nRole Location and Working Arrangements\nThe role is based in Windsor\nJoin us in creating and delivering life-changing products and solutions that impact millions of people around the world, helping our customers bring an end to preventable vision loss.","description_format":"text","description_chars":6134,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecommunications","Optical Communications","Laboratory Equipment"],"lifecycle":[{"event":"open","at":"2026-10-01T13:41:34Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Graduate Trainee, Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Graduate Trainee; Skilled Worker; Global Business Mobility: Senior or Specialist Worker","cap_exempt":false,"checked_at":"2026-10-17T06:21:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.531,"p_room":0.6,"age_days":43,"expected_fill_days":54,"reasons":["conf:4","stale_co","velocity","win:late","crowd:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/halma-technical-support-associate","json_url":"https://alion.io/job/halma-technical-support-associate.json","meta":{"generated_at":"2026-10-17T09:09:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51550},"rest":"https://alion.io/mcp/rest/get_company?id=51550"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhalma-technical-support-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhalma-technical-support-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhalma-technical-support-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/halma-technical-support-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhalma-technical-support-associate"}]}