Technical Helpdesk

Focus Resourcing; South Woodham Ferrers; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Salary £35k-£40k

20 days holiday + bank holidays

Pension

Private healthcare

Job summary

Focus Resourcing is seeking a Technical Support Engineer for an office-based role with potential occasional on-site visits. You will troubleshoot end user technical product issues, support business clients and installers, and handle tickets via the system.

Remote diagnostics and diary planning support site visits to customers' homes and commercial sites. The role requires a strong technical background, customer service excellence, and the ability to quickly learn products.

Qualifications

• Experience in a technical support role is essential.
• Electrical background is highly desirable and metering experience is a plus.
• Confident customer liaison skills are essential.

Responsibilities

• Troubleshoot end user technical product issues.
• Support business clients, electricians, installers and the public.
• Manage inbound/outbound support calls and emails using a ticketing system.
• Remote monitoring to resolve issues over the phone.
• Organise site visits and diary management.
• Route planning and on-site diagnostics.
• Provide external/internal technical training.
• Assist with ISO procedures and technical documentation.

Skills

Technical support

Customer service

Electrical background

Communication

Problem solving

Tools

Ticketing system

Remote diagnostics

Job description

Technical Support Engineer required to join our established in what will be an office based role, with potential, very occasional on-site visits. Salary will be between £35,000 - £40,000 depending on experience.

Duties:

• Troubleshoot end user technical product issues
• Supporting both business clients, electricians, installers as well as the general public
• Working with a ticketing system, handling both inbound and outbound support calls and emails
• Remote monitoring to try to find a solution over the telephone
• Diary management organising weekly site visits to customers homes, and commercial sites
• Route planning
• Remotely diagnose product issues
• Provide external and internal technical product training
• Assisting the Head of Technical with development, writing up and implementing of ISO procedures for the department
• Assisting with technical documentation - development, classification, vetting, version management, etc.

Benefits:

• £35,000 - £40,000
• 20 days holiday plus bank holidays
• Pension
• Private healthcare

Experience:

• Previous experience in a technical support role
• An electrical background is ideal and have any metering experience that would be a huge plus.
• Strong technical background and can learn products quickly
• Experience or knowledge with electrical circuits, control panels, batteries; DC or AC coupled, inverters, metering, renewables electrical products is highly desirable
• Confident customer service skills are essential, as customer liaison will be an essential part of the role.