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Technical Customer Support Engineer - Maidenhead - £37K Ben


Network Systems Infrastucture

£30000 - £37000.00 per annum Benefits



Job Description

Job Title: Technical Customer Support Engineer

Salary: up to £37,000 Benefits

Location: Maidenhead

We are currently working with an organisation who are looking to hire a Technical Customer Support Engineer. Following the organisation seeing significant growth, they require someone to support new product installs and providing support to existing clients.

The Technical Support Engineer position is a great opportunity for someone who is looking to either enter the IT space or take their next step in a organisation who are willing to train you on their various systems and support your continued development. As this role is very customer facing, it is essential to have good communication skills both written and verbal. You will work closely with the on-site technical teams and the R&D teams so you will gain exposure to a broad range of technologies.

This role could be suitable for anyone who has previously worked in a Technical Customer Service role, a helpdesk or service desk role, a technical engineer, or even a IT/Engineering Graduate.

Some of the responsibilities for the Technical Customer Support Engineer include:

* Providing technical support for the organisations customers
* Following the procedures for escalating unresolved issues to the appropriate internal teams to ensure SLA's are met
* Conducting training courses for customers on the installation of the full product range as required (onsite or remotely) and supporting large projects
* Working with the engineering and marketing teams to improve installation instructions for our product range
* Support testing and field trialing of new products, ensuring that new releases go smoothly and work alongside the existing range
* Investigating and testing any failed product returns as required, providing a written report of the work and solution
* Maintaining tickets to ensure issues and resolutions are logged, managed and handled to meet SLA's
* Assisting the R&D and Marketing teams with engineering assistance and feedback on products
* Providing occasional installation support onsite as required
* Occasionally providing technical support for the Sales and Marketing team when required and for exhibitions
* Developing customer contacts and building relationships

Essential Skills - Technical Customer Support Engineer:

* Good understanding of the IT space e.g computer systems, mobile devices, or any other tech products
* A "can-do" attitude alongside a willingness to take on new challenges is key as the role will involved a lot of learning on new systems
* Great problem-solving and communication skills
* Excellent customer service skills and previous experience of working in a customer facing role
* Ability to provide step-by-step technical help in a clear and concise manner, both written and verbal
* The ability to multi-task and be adaptable
* Comfortable working with & communicating with the globally based client base and overseas colleagues

Desirable Skills - Technical Customer Support Engineer:

* Ability to work under pressure in a fast paced and demanding environment
* Language Skills: Fluent English (Essential) with Spanish being beneficial
* IT skills in MS Office Tools (Word, Excel, Outlook)
* IT or Engineering Degree

You must be willing to travel as required across the UK and Ireland, there will also be occasional travel to Spain for training purposes.

If you are interested in the role of Technical Customer Support Engineer then please apply as soon as possible with a copy of your most up to date CV and we will be in touch to discuss further.