Technical Support Engineer
Full job description
Sue Ross Recruitment Ltd
Salary: £30,000 – £36,000 per year
Sue Ross Recruitment are working with an established software developer and IT solutions specialist in the recruitment of a Technical Support Engineer.
The Technical Support Engineer responsibilities include resolving software and user issues, configuring solution options and providing workarounds/changes where possible.
The successful candidate will have good telephone and written communication skills and will be responsible for building up a trust with our customer base.
Main Responsibilities
* Delivering quality technical assistance and looking at ways to improve both yourself and the system support process.
* Taking ownership of customer support cases, logging the call within the Helpdesk and ensuring problems are progressed through to resolution.
* Researching, diagnosing, troubleshooting and identifying solutions to resolve user problems.
* Escalate unresolved issues to appropriate internal teams (e.g. software developers/project managers) within the designate timescales.
* Ask customers targeted questions to quickly understand the root of the problem.
* Provide prompt and accurate feedback to customers.
* Create customer requested reports that will retrieve information from the solution SQL Server database.
* Prioritise and manage several open issues at one time.
* Work with other members of the team to work though customer issues and provide responses and resolutions.
There is also potential for the successful candidate to gain additional training within the company in relation to website development and implementation if this is of interest.
Requirements:
A selection of current projects that the candidate are likely to be working on are identified below:
* Good understanding of computer systems, mobile devices and other tech products
* Ability to use Windows client machines and experience of Microsoft Office applications.
* Ability to diagnose and troubleshoot basic technical issues.
* Good written and verbal communication skills.
* An awareness of web development platforms would be an advantage.
Working Conditions
Office based with occasional visits to customer sites when required
Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.
May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.
To apply for this job please visit definitejobs.co.uk.