Technical Support Engineer
Technical Support Engineer / IT Support Engineer. A Bristol 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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