Technical Support Engineer

Technical Support Engineer

Technical Support Engineer / IT Support Engineer. A Taunton based IT solutions provider need a Technical Support Engineer / IT Support Engineer. Working as a Technical Support Analyst, you will be working closely with Senior Support Analysts and Solutions Architects to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. The Technical Support Engineer / IT Support Engineer will also need to work on multiple tickets at a time whilst meeting the determined SLAs (resolving an average of 30 tickets per day).

Technical Support Engineer / IT Support Engineer Responsibilities:

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  Respond to user software or hardware queries via email and telephone.
  * Support users through the required steps to resolve the issue.
  * Escalate to the relevant team if the issue cannot be resolved.
  * Update the ticketing system, ensuring all notes has been logged with the required actions.
  * Willingness to help, support and offer excellent service to customers and colleagues.

What the Technical Support Engineer / IT Support Engineer will need:

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  GCSES grades from A* - C or 9 - 5.
  * Educated to College level (A-Levels or BTEC) in IT or equivalent.
  * Experience working within the IT industry, preferably within an MSP environment.
  * Experience using a service desk ticketing system to raise and manage service desk tickets.
  * Experience using remote management software to support end-users.
  * Experience supporting & administering Microsoft 365 via the 365 Admin Center.
  * Experience supporting IT infrastructures including LAN & wireless networking.
  * Experience supporting desktops and servers across Windows & Mac OS.
  * Experience supporting peripherals such as printers & mobile phones.

Technial Support Analyst expectations:

• 
  Confident & professional telephone manner with excellent written and verbal communication skills.
  * Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.
  * Astute problem-solving skills with the ability to analyse data to reach conclusions.
  * Exceptional customer service skills including experience of dealing with diverse customer groups.
  * Ability to use online research tools and internal documentation to find resolutions.
  * Ability to remain calm under pressure during challenging times.
  * Ability to develop and maintain strong customer relationships.

Technical Support Analyst benefits:

• 
  Salary range 25-40k, two positions including Junior
  * Internal career development and training plans for all team members via the Training Academy.
  * 20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25.
  * Your birthday as a holiday each year on top of your holiday allowance.
  * Relaxed, modern working environment where we value pushing our analysts forward.
  * Access to employee staff discounts portal including Currys, Neals Yard and Vue Cinema.
  * Access to a healthcare portal including health checks and a 24/7, 365-day councillor.
  * Team challenges and prizes including employee of the month.
  * Workwear included to represent yourself and the brand.
  * Top-of-the-range computer equipment.
  * Regular company social activities.
  * Contributory pension scheme.
  *Free parking.

Licence/Certification:
* Full UK driver's license with access to own vehicle (required).

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