Working with one of the UK's leading manufacturing businesses who supply product & software solutions into the Retail, Banking & Leisure Sectors. You will provide advanced technical support to customers, through investigation and resolution of more complex helpdesk issues with technical products and software. You will also project manage product installations and full scale roll outs into the major retailers.
I am keen to speak to any Engineer with experience of providing 2nd and 3rd line support, ideally to an external client base.
Responsibilities Include:
- Provide technical support to end-users via phone, email, remote assistance, ensuring efficient resolution of customer issues and ensuring that a high level of customer service is provided
- Handling escalated calls from tier 1 / first line members
- Escalate problems where necessary to management or technical team
- Assist in managing support, upgrade and installation projects
- Creating and updating support documentation and processes
- Manage the support element of our website, ensuring content is up to date and our customers and distributors are notified of any new content in a timely and relevant manner.
- Support the training of support team members (driving process improvements for Tiers 1 &2)
- Support the continuous improvement of products and services
- Help maintain the health and evolution of the ticketing system
We are looking for an enthusiastic and motivated Technical Support Engineer who has a real flair for technology, mixed with a passion for providing great service and the following experience.
- At least 2 years' experience in a similar role
- Formal qualification in computing, IT or engineering
- Excellent communication skills at all levels including non technical end users, customer IT teams, field engineers & be able to escalate technical information to development team.
- Ability to troubleshoot basic network issues and work with customer IT engineers as required
- Good understanding of Microsoft systems to assist with any conflicts/barriers that may arise during installations.
- Strong customer service, organisational, and analytical skills
- Project Management, an advantage
- Power BI - Ability to create & amend existing reports, an advantage
- Ability to meet schedules but have the flexibility to switch tasks regularly through the working day.
This role is based in Coventry, in the West Midlands and requires an Engineer to be on site 5 days/wk. Only candidates currently within a reasonable commutable distance from Coventry will be considered for this role.