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