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