Job Opportunity: Technical Support Engineer
Location: Bolton
Salary: £26,000 - £30,000
My client is seeking a talented Technical Support Engineer to join their tech support team. In this role, you will collaborate with the engineering team and assist end-customers by providing support for a range of IT, Unified Communications, and Collaboration solutions, both on-premises and in the cloud. Excellent customer service and communication skills in English are just as important as strong analytical troubleshooting abilities and solid ICT expertise. They will provide comprehensive training on their products, solutions, and technologies, enabling you to develop the specialised knowledge required to meet their high standards. This position is based at their office in Bolton.
Key Responsibilities
- Technical Support: Offer technical assistance to engineers and customers. Diagnose and troubleshoot issues remotely or on-site, utilising test equipment or by investigating customer systems and broader IT environments. Identify recurring issues and create knowledge base articles accordingly.
- Service Level Achievement: Maintain high productivity, meeting customer requirements and SLA targets. Monitor and report progress against SLA commitments, prioritise tasks, and execute them accordingly.
- Escalation Case Management: Ensure quick resolution of critical incidents with high business impact, keeping all stakeholders frequently informed. Stay calm and effective under pressure.
- Customer Interaction: Exhibit excellent customer care and communication skills, ensuring customer and partner satisfaction with interactions and results.
- Installation & Configuration: Conduct installation and configuration activities for solutions, both remotely and on-site at customer premises.
- Technical Capability: Keep up-to-date with general IT knowledge and develop in-depth expertise in assigned solutions, products, and technologies.
Additional Requirements
- Be a collaborative team player, ready to contribute and support team and business objectives.
- Demonstrate a passion for technology and commitment to ongoing professional development.
- Be willing and able to travel when required. Function independently and effectively in customer environments, successfully completing installation and troubleshooting tasks.
- Be prepared to work outside regular office hours and provide stand-by support when needed.
- Ability to deliver technical training to internal and external clients (desired).
Skills & Experience
Essential
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Relevant work experience in a similar role and environment within the field of Unified Communications, Collaboration, and WiFi/Networking.
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Bachelor's degree or equivalent in IT, Computer Science, or another relevant technical discipline.
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Thorough knowledge and experience in deploying and supporting converged voice and data technology in an IP networking environment, including:
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VoIP technology, SIP protocol
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TCP/IP, Routers, Switches, Gateways, VPN
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Network and SIP security - firewalls, SBCs
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Installing and configuring client, server, and mobile device technology and OSs
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Good knowledge of M365, MS Exchange, and Active Directory
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Strong oral and written communication skills in English
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Highly developed troubleshooting approach and skills
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Ability to multi-task and manage priorities
Company Benefits
- Work from home days
- Benefit discount card scheme
- Pension
- 3 Annual company events
If you're ready to elevate your technical support career and be part of an innovative and supportive team, apply now!