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 client's 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:
1. Delivery of high-quality technical support to partner or end user.
2. Respond to technical queries from customers by telephone, email, and/or remote assistance.
3. Diagnose software and hardware faults.
4. Accurately log/update all helpdesk tickets with customer correspondence using our helpdesk software package (Salesforce/Service Console).
5. Identify and report product quality issues via the approved process.
6. Identify and make recommendations to improve the quality of product documentation.
7. Create or update helpdesk documentation (including FAQ & technical guides).
8. After training and upon attaining the required level of product knowledge, provide technical assistance to internal teams.
9. Mandatory participation in the out of hours (24/7) customer support rota (enhanced remuneration applies for participation in rota).
Key Requirements
1. 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.
2. A degree in a computing related field or equivalent and/or proven relatable work experience in a technology-based role.
3. Desire to learn.
4. Excellent communication skills.
5. Excellent diagnostic skills.
6. Competent use of Microsoft Office Suite: PowerPoint, Word & Outlook.
7. Ability to work independently or as part of a team.
8. Ability to communicate effectively with both internal and external stakeholders with varying seniority.
9. Experience of supporting network connect hardware.
10. 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.
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