Technical Support Desk Engineer

ACS Business Performance Ltd; Guildford; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading support services company is looking for a Technical Helpdesk Engineer to provide remote assistance in the heating and plumbing sector. Candidates should have over 5 years of technical knowledge in heating systems, excellent communication skills, and a proactive customer-first mindset. This role offers ongoing training and support, appealing to those transitioning into a desk-based position.

Qualifications

• Strong technical knowledge and hands-on experience in the heating industry.
• Experience in technical support or field service.
• Proficient in managing CRM tools and technical documentation.

Responsibilities

• Provide remote technical support via phone and email.
• Troubleshoot issues with domestic boilers and hot water products.
• Process warranty claims and manage customer documentation.

Skills

Technical knowledge in boilers or heating systems

Communication skills

Fault-finding skills

Customer service skills

IT systems and CRM tools proficiency

Education

5+ years experience in plumbing/heating sector

ACS Gas (CCN1, CENWAT) certification

Job description

Overview

Technical Helpdesk Engineer - Heating & Plumbing Sector
Location: UK & Ireland Support

Responsibilities

• Provide remote technical support via phone and email to customers, installers, and field engineers.
• Troubleshoot issues with domestic boilers and hot water products - pre- and post-sales.
• Process warranty claims and engineer dispatches using internal systems.
• Manage product registrations, customer documentation, and maintain data accuracy in line with sustainability policies.
• Resolve technical complaints and warranty-related enquiries.
• Support promotional activities and ensure accurate CRM/system data.
• Participate in Saturday support rota and attend occasional training or events.

What We're Looking For / Qualifications

• Strong technical knowledge in boilers or heating systems - ideally 5+ years' experience.
• Background in technical support or field service within the plumbing/heating sector.
• ACS Gas (CCN1, CENWAT) preferred; oil qualifications and heat pump/F-Gas certs a bonus.
• Excellent communication, fault-finding, and customer service skills.
• Confident using IT systems and CRM tools.
• Team player with a proactive, customer-first mindset.

This is a great opportunity for someone hands-on in the heating industry looking to transition into a desk-based technical role with ongoing training and support.

Application Note

ACS are recruiting for a Technical Support Desk Engineer. If you feel that you have the skills and experience required in this advertisement to be a Technical Support Desk Engineer submit your CV including an outline of your experience as a Technical Support Desk Engineer. It is always a good idea to include a covering letter outlining your experience as a Technical Support Desk Engineer with your application as this will enhance your chances of selection and improve your prospects of landing the Technical Support Desk Engineer role you desire.