Technical Support Associate
Possible
Sponsorship likelihood
This job is eligible only on a shortage list
Not disclosed
Salary
Not disclosed by employer
£41,700
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 3132 (90% match) is an eligible occupation, with a going rate of £41,700, and AVIRE TRADING LIMITED is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
New graduate or PhD holder? Pick one of the lower rates.
What each route needs for this job
| Occupation code | New entrant 70% of going rate | STEM PhD 80% of going rate | Relevant PhD 90% of going rate | Standard rate 100% of going rate |
|---|---|---|---|---|
3132 IT user support technicians Most likely code | £33,400 | £33,400 | £37,500 | £41,700 |
We use the lowest threshold across the plausible codes. Likelihood is Possible at most when the pay clears only a lower rate, or only under a less likely code. How the Home Office picks the code
About the role
As a global market leader in the world of eyecare, Keeler’s dynamic business creates an exciting opportunity for career development.
We 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.
Keeler 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.
About the Role
Reporting 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.
This 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.
The 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.
Key Responsibilities
Act as a first point of contact for technical enquiries via ticketing system, email, telephone and video, with support from senior team members where required.
Assist customers and colleagues with Keeler product and software-related enquiries in a professional and customer-focused manner.
Support troubleshooting, software installation and operational guidance for Keeler products and associated software under guidance.
Use remote support tools, such as TeamViewer, to assist customers with software installation, configuration and basic troubleshooting.
Register, classify and track enquiries and product returns in the ERP system, ensuring accurate and timely updates.
Liaise with customers throughout the service ticket lifecycle, providing clear updates and escalating when appropriate.
Escalate complex or specialist technical issues to Subject Matter Experts (SMEs) or senior technical colleagues as needed.
Maintain accurate records of enquiries, actions taken and resolutions to support quality, traceability and continuous improvement.
Contribute to knowledge base documentation, FAQs and process improvement activities.
Complete administrative tasks promptly and accurately.
Assist 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.
Support customer training activities where required, initially by assisting senior colleagues and developing confidence over time.
About You
We 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.
Essential Skills and Attributes
Strong technical aptitude and genuine interest in technology, software applications and problem-solving.
Curiosity and enthusiasm for learning new products, systems and technical processes.
Excellent written and verbal communication skills, with the ability to explain technical information clearly to technical and non-technical audiences.
A logical and methodical approach to troubleshooting, with good attention to detail.
Customer-focused mindset, with patience, professionalism and a desire to provide a positive support experience.
Strong work ethic, reliability and ability to prioritise workload with guidance.
Ability to work both independently and as part of a collaborative team.
Proactive approach to learning, asking questions and improving knowledge over time.
Comfortable using Microsoft Office applications and learning business systems such as ERP, ticketing and knowledge base platforms.
Desirable Skills and Experience
Degree, HND, apprenticeship or equivalent qualification in Engineering, Biomedical Engineering, Computer Science, Information Technology, Electronics, Medical Technology or a related technical discipline.
Previous experience in a customer-facing, IT support, retail technology, service desk or technical support environment.
Basic understanding of computer hardware, software installation, networking concepts or remote support tools.
Familiarity with TeamViewer or similar remote support platforms.
Experience using ticketing, CRM, ERP or knowledge base systems.
Interest in video editing, tutorial creation or educational content would be beneficial.
Awareness of medical devices, healthcare technology or regulated environments would be advantageous.
What We Offer You
- Competitive remuneration package including base salary, performance-related bonus structure, pension scheme and other associated benefits.
Role Location and Working Arrangements
The role is based in Windsor
#LI-SL2
Join 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.
This description is the source posting as it read when we added it. We are not affiliated with AVIRE TRADING LIMITED, so check their own site for the current details.
Where this offer sits in the market
IT user support technicians (SOC 3132) · UK · ONS ASHE 2025 · basic pay · ~158k in sample- Middle half £29,172–44,044
- Median £35,360
- Going rate £41,700
- Threshold £41,700
Similar sponsored roles
See all UK visa jobsNo close matches live right now.
Browse more sponsored jobs at AVIRE TRADING LIMITEDAbout sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. AVIRE TRADING LIMITED holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 3132 going rate of £41,700. New-entrant and shortage discounts can lower it.