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Technical Support Engineer
Wythenshawe, Greater Manchester
34,000 + Benefits
Role Summary
Our client, who are an established and growing business is looking to recruit an experienced Technical Support Engineer. You will be a crucial part of the technical support team, responsible for delivering high-quality system and product support to our customers. The role requires resolving initial support calls, emails, and chats, while also addressing escalations within the team. The role is Monday to Friday, office-based and you will work rotating shifts of 8:30am - 4:30pm and 9:30am - 5:30pm.
Key Responsibilities
- Manage open, unresolved, and escalated tickets within the support system
- Stay updated on new hardware and software product releases
- Assist Technical Support in the development of key site monitoring and customer support strategies
- Identify and promote training opportunities for customers
- Collaborate with field sales at the system specification stage
- Provide proactive, high-level customer service with commercial awareness
- Support customers via phone, email, and remote connectivity
- Troubleshoot and diagnose technical issues related to company products
- Install and configure hardware and software as needed
- Follow up with clients to ensure problem resolution
- Manage multiple cases simultaneously, ensuring timely and accurate customer feedback
- Test and evaluate new technologies for potential deployment
Skills & Experience
- Experience working with Technical Customer Support
- Excellent communications kills, both written & verbal
- Ability to stay calm under pressure and concisely articulate resolutions to problems to customers
- Demonstrable problem-solving skills
- Experience with a wide range of security systems, such as access control and door entry systems
- Strong conflict resolution and problem-solving skills
- Proficiency in IT systems
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