End User Support Specialist jobs

About Utelize

Utelize Mobile is building towards a clear vision: to become the leading platform for Enterprise Mobility Risk Management - helping large organisations understand, manage, and reduce the risk embedded in their mobile estates. Following investment from BGF in late 2025, we are scaling the business to meet that ambition - and content is central to how we do it.

Utelize Mobile has been a UK leader in enterprise mobility management since 2010, supporting UK and multinational organisations in managing mobile devices, connectivity, security, and end-user support - with clients including Mitsubishi Corporation, Stagecoach Group, ParentPay, and the Go-Ahead Group. SureSIM is our in-house designed and built mobile data networking platform, delivering intelligent multi-network SIM and eSIM connectivity for organisations where staying connected is operationally critical. We won Best Enterprise eSIM / IoT Solution at the Mobile News Awards in 2025 and Best eSIM Deployment & Innovation in 2026.

Role Overview

We are looking for a proactive, customer-focused Support Specialist to manage customer support requests from initial contact through to resolution. You will troubleshoot technical issues, manage tickets and device-related activities, and work with customers, colleagues and suppliers to deliver timely, high-quality service.

If you enjoy customer service, technology and solving problems, this is an opportunity to build your skills in a varied and fast-paced support environment. We are looking for someone who is curious, organised and keen to learn, with a positive approach and a genuine desire to help customers.

Reporting & Key Relationships

Reports to: Head of Support

Key Stakeholders: Customer Success, Customers and End Users, Network and Telecommunications Providers and Technical Teams.

Key Responsibilities

Customer Support & Issue Resolution

• Act as the first point of contact for support requests whilst providing exceptional customer service across multiple channels.
• Answering and managing inbound support calls, ensuring requests are handled in line with agreed SLAs.
• Diagnose and resolve technical issues related to our products and services using strong problem-solving skills.
• Monitor, log and manage requests within the ticketing system whilst maintaining clear, consistent and timely ticket updates.
• Take full ownership of support tickets from creation through to resolution across device, network and other support services.
• Handle high-volume repeatable requests using defined processes.
• Troubleshoot and resolve non-standard or complex issues with support where needed.
• Communicating with customers via phone or Teams to diagnose issues.
• Follow appropriate escalation pathways while maintaining ownership where possible.
• Monitor and adhere to contracted SLAs and internal KPIs.
• Ability to handle several issues at once, prioritising and managing time effectively.
• Maintain accurate device and service records within internal systems
• Process requests in relation to device lifecycle management including device staging, inventory and MDM administration, packaging and delivery monitoring.
• Generating customer reports.

Collaboration, Communication & Knowledge Sharing

• Learn and become proficient in several internal and supplier platforms, portals and processes.
• Communicate effectively with team members and stakeholders.
• Coordinate with internal teams and external partners where required.
• Liaise with telecommunication services and network providers.
• Contribute to knowledge sharing and documentation.
• Support onboarding of new starters.

Quality, Improvement & Development

• Highlight skills gaps and support ongoing team development.
• Ensure quality standards in customer interactions.
• Ensure customer data is accurate and secure whilst adhering to GDPR requirements.
• Identify opportunities for improvement across the team and company.

How Success Is Measured

Success will be measured through customer satisfaction, achievement of SLAs and KPIs, effective ticket ownership, accurate record-keeping and clear communication. Teamwork, continuous improvement and technical development will also be important.

Ideal Candidate Profile

Must Have

• At least 1–2 years’ experience in a customer service, helpdesk or support role.
• Managing customer queries from initial contact through to resolution.
• Working with ticketing systems or other customer service platforms.
• Communicating with customers by phone, email and online meetings.
• Managing multiple priorities while meeting deadlines or service levels.
• Maintaining accurate customer and service records.

Nice to Have

• Experience in telecommunications, mobile services or technical support.
• Working with mobile devices, SIMs or device lifecycle processes.
• Using Mobile Device Management (MDM) platforms.
• Liaising with network providers, suppliers or external partners.
• Working to SLAs and KPIs.

What we Offer

• Competitive salary.
• Hybrid working - Malvern Office with flexibility to work from home part of the week after successful completion of probation period (minimum 3 days on-site).
• Great location at Malvern Hills Science Park with free onsite parking.
• 25 days paid holiday per year, plus bank holidays.
• Comprehensive healthcare and medical benefits plan (after one year).

To Apply

• ONLY APPLY IF YOU CAN COMMIT TO 3 DAYS PER WEEK IN MALVERN
• To apply for this role please apply through Indeed. Please also send a covering letter telling us about yourself and why you think you are a good fit for our team. Links to a portfolio of video and written work are also very welcome.
• Due to the current lifecycle of this role, we are unable to sponsor candidates and therefore all applicants should already hold the right to work in the UK.
• No Agencies, thank you.
• All candidates successful after interview will be required to undergo employee screening prior to start.

Job Type: Full-time

Pay: £26,000.00-£29,000.00 per year

Benefits:

• Canteen
• Company events
• Company pension
• Free parking
• On-site parking

Ability to commute/relocate:

• Malvern WR14 3SZ: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you live within 45 minutes of WR14 3SZ?

Experience:

• Customer service: 3 years (required)
• Help desk: 1 year (required)

Work authorisation:

• United Kingdom (required)

Willingness to travel:

• 75% (required)

Work Location: In person