Technical Support Engineer

Company – Leading IT and Software Developer

Job Title – Technical Support Engineer

Location – Poole, Dorset

Salary – £23k - £30k

We have an exciting new opportunity for a technically skilled and highly personable, customer focused individual to be part of our clients growing technical support department.

Reporting to the Technical Support Supervisor / Manager the successful candidate will be responsible for ensuring that customer queries are dealt with in a technically proficient and friendly manner, within defined contractual SLA’s.

KEY RESPONSIBILITIES:

• Delivery of high-quality technical support to partner or end user.

• Respond to technical queries from customers by telephone, email and or remote assistance

• Diagnose software and hardware faults.

• Accurately log / update all helpdesk tickets with customer correspondence using our helpdesk software package (Salesforce/Service Console)

• Identify and report product quality issues via the approved process.

• Identify , make recommendations to improve quality of product documentation.

• Create or update helpdesk documentation (including FAQ & technical guides).

• After training and upon attaining the required level of product knowledge

  • Provide technical assistance to internal teams.

  • Mandatory participation in the out of hours (24/7) customer support rota (enhanced remuneration applies for participation in rota)

Key Requirements

Candidates are required to be technically proficient and must be able to build a natural rapport with customers and explain technical concepts to both technical and non-technical customers.

The following skills are required: -

• A degree in a computing related field or equivalent and/or proven relatable work experience in a technology-based role.

• Desire to learn.

• Excellent communication skills.

• Excellent Diagnostic skills.

• Competent use of Microsoft Office Suite: PowerPoint, Word & Outlook

• Ability to work independently or as part of a team.

• Ability to communicate effectively with both internal and external stakeholders with varying seniority.

• Experience of supporting network connect hardware.

• Working/Practical knowledge of network concepts (connectivity, protocols etc).

This role will give the successful candidate a great introduction to an exciting industry and the opportunity to work with an extremely varied range of customers