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Company - Leading IT and Software Developer
Job Title - Technical Support Engineer
Location - Poole, Dorset
Salary - £23k - £30k
Wehave 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 sofware 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
o Provide technical assistance to internal teams.
o 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.
