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:

• 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:

• 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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