IT Technical Support Engineer


MI ITSE 546738


1st Line Support / Helpdesk, 2nd Line Support / Helpdesk, 3rd Line Support / Helpdesk, Helpdesk Manager, Support and Training, Systems / Support Analyst


£25,000 to £30,000 Per Annum


+ bens



Contract Type:


We specialise in the recruitment of high quality candidates in the IT Support Engineering sector. We have an excellent opportunity for an IT Technical Support Engineer to provide technical support and problem resolution to customers and office staff.

IT & Technical Support Engineer’s Core Duties

  • Deliver customer service and support to end-users in office or via remote connection or over the Internet via the emails, phone enquiries and other methods
  • Track, document, investigate and resolve product and technical inquiries, coordinating, as necessary, R&D, Sales, and Management teams
  • Escalate queries, product defects and feature requests for resolution as appropriate
  • Responding to pre- and post-sales product inquiries Standards
  • Taking ownership of RMA’s and diagnose and resolve technical hardware issues
  • Authors and maintains product collateral including FAQ’s, Technical Tips, and Best Practices as needed to enhance product adoption and its usage
  • Submit and track defects and provide timely updates to the customer
  • RMA’s stock is diagnosed in timely and accurate manner
  • Research, testing and evaluating new technologies and their impact of the product line and resolve potential issues
  • Actively participate in product discussions, working closely with senior members of the Product Management, R&D and Sales teams to optimize the customer experience
  • Organise troubleshooting or repair when necessary for IT equipment
  • Provide IT support to internal users

IT & Technical Support Engineer’s Key Skills

  • BS degree in Information TechnolHardogy, Computer Science or equivalent
  • ITIL certification would be an advantage
  • Minimum of two years’ experience of working in a similar role
  • Outstanding troubleshooting capabilities, responsible for providing value added technical service of fault recording, diagnosis, problem solving, escalation and resolution delivery for customer base within the very shortest of timeframes
  • Proper phone etiquette; Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant computer systems and platforms, software applications and equipment
  • Knowledge of customer service principles and practices
  • Provide occasional after-hours coverage

Are you enthusiastic about this job? Send us your CV in word format today