Business Customer Service Engineer

Leapfrog Recruitment Consultants; Daliburgh; On-site; GBP 25,000 - 35,000; Full time

Job summary

A recruitment firm in technology seeks a Customer Service Engineer in Daliburgh, Scotland. The role entails providing first-line technical support to business customers, troubleshooting incidents, and managing service requests. Ideal candidates will have strong customer service skills, a good grasp of IT concepts, and the ability to work autonomously or in a team. This is a great opportunity for those looking to grow their technical skills while ensuring high levels of customer support.

Qualifications

• Strong customer service skills are essential.
• Good understanding of IT and networking concepts is required.
• Proactive approach to problem-solving is needed.

Responsibilities

• Provide first-line technical support via phone and ticketing systems.
• Triage, troubleshoot, and resolve customer incidents.
• Manage service requests including provisioning and cancellations.
• Communicate clearly with customers about ticket progress.
• Raise and manage incidents using internal platforms.
• Support change management processes.
• Monitor networks to identify potential issues.
• Collaborate with teams to resolve complex problems.
• Conduct customer site visits when required.
• Participate in out-of-hours standby and on-call rotas.

Skills

Strong customer service skills

Proactive problem-solving

Good understanding of IT and networking concepts

Job description

An organisation operating within the technology and communications space is expanding its B2B support capability with the addition of a Customer Service Engineer- this role plays a key part in ensuring business customers receive a professional, responsive, and reliable support experience!

Duties for this role include, but are not limited to:

• Provide first-line technical support to business customers via phone and ticketing systems.
• Triage, troubleshoot, and resolve customer incidents, aiming for first-time fixes.
• Manage service requests including provisioning, maintenance, and cancellations.
• Communicate clearly with customers, providing regular updates on ticket progress.
• Raise, track, and manage incidents using internal service management platforms.
• Support change management processes, including CAB and ECAB activities.
• Monitor networks and services to identify and elevate potential issues.
• Collaborate with internal teams to resolve complex technical problems.
• Conduct customer site visits where required.
• Participate in out-of-hours standby and on-call rotas.

Skills / Qualifications

The ideal candidate will have strong customer service skills, a good general understanding of IT and networking concepts, and a proactive approach to problem-solving. You will be adaptable, professional, and comfortable working both independently and as part of a team. This role suits someone eager to develop their technical skills while delivering consistently high levels of customer support.

For a full job description or further information on this role please call 711188 , or email [email protected] .
If you wish to apply for this role, please submit your CV via the Apply Now button below.