Job vacancy - Technical Support Engineer

Position: Technical Support Engineer
Reference: acsBtecsuppeng
Location: Farnborough
Salary: £18,000 - £24,000 per annum
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Job Title: Technical Support Engineer

Do you have proven work experience as a Technical Support Engineer or similar role? Do you have hands-on experience with Windows/Linux/Mac OS environments? Do you have experience with diagnosing and troubleshooting basic technical issues? This is a fantastic opportunity to join a highly experienced team of people and company.

Main Purpose and Scope of the Job

The Technical Support department provide quality enterprise-level assistance to the company's existing corporate customer base. Responsible for the company's support footprint worth in excess of £5 million, the technical support engineer diagnoses and troubleshoots software and hardware issues experienced by customers during the lifetimes of their purchased support packages. The role has the responsibility for ensuring that a quality support service is administered in an efficient, effective and timely fashion.

Duties and Key Responsibilities:

Enterprise-Level External Support

  • Provide a quality service to the companies customers in all assigned tasks, while upholding the organisations values at all times.
  • Support all external customers with product knowledge and expertise.
  • Provide solutions to customers in a timely fashion for issues that may arise within.

Core technology portfolio:

  • Ask customers targeted questions to quickly understand the root of the problem.
  • Log and track support queries in the designated company's helpdesk system.
  • Talk clients through a series of actions, either via phone, email or chat, until the issue is resolved.
  • Properly escalate unresolved issues to appropriate internal teams and/or vendor partners to ensure customer satisfaction.

Internal Technical Support

  • Support all internal customers with product training, knowledge and expertise.
  • Provide desktop support and general configuration of software.
  • Manage the company's backups and tape rotation.
  • Undertake small to medium-sized IT projects as instructed by the technical manager.
  • Manage the setup and configuration of new laptops (Mac and PC).

Continuous Improvement

  • Achieve KPI's for set helpdesk outputs.
  • Assist other teams to initiate, design and manage effective support solutions as directed by the company's business needs.
  • Identify trends in the support calls and develop documentation to address these most often reported problems and issues.
  • Complete training programs for key vendors where required.

Relationships:

For the role to be carried out effectively, the following internal and external relationships must be maintained:

Internal

  • Technical Coordinator (Project Manager): Line manager, provides direction on priorities and project context.
  • Professional Services Team: Responsible for post-sale implementations. An escalation point for project related issues.
  • Pre-Sales Team: Responsible for assisting the account managers during the ales process. An escalation point for project related issues.
  • Account Managers: Responsible for the management of sales and relationships with particular customers. Report customer issues and advise on solutions.

Experience

  • Proven work experience as a Technical Support Engineer or similar role.
  • Hands-on experience with Windows/Linux/Mac OS environments.
  • Experience with diagnosing and troubleshooting basic technical issues.

Knowledge & Skills

  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to diagnose and troubleshoot basic technical issues.
  • Excellent problem-solving and communication skills.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Ability to manage a number of on-going support cases both effectively and efficiently.
  • Excellent communication skills (both written and verbal) with the ability to provide advice to non-technically aware customers (either internally or externally).

ACS are recruiting for a Technical Support Engineer If you feel that you have the skills and experience required in this advertisement to be a Technical Support Engineer please submit your CV including an outline of your experience as a Technical Support Engineer It is always a good idea to include a covering letter outlining your experience as Technical Support Engineer with your application as this will enhance your chances of selection and improve your prospects of landing the Technical Support Engineer role you desire.