Technical Support Engineer

JR United Kingdom; Woking; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the technology sector is seeking an IT Support professional to provide on-site desktop support and ensure maximum uptime for users. The role involves troubleshooting software and hardware issues, user training, and developing project plans to meet customer goals. The ideal candidate will have strong ITIL knowledge, excellent communication skills, and a minimum of 3 years experience in IT support.

Qualifications

• At least 3 years of experience in IT support.
• Fluent command of the English language.
• Strong knowledge of Microsoft and OS X based operating systems.

Responsibilities

• Provides on-site desktop support for technical infrastructure.
• Develops project installation and escalation plans.
• Trains users according to technical standards.

Skills

Communication

Customer Service

Troubleshooting

ITIL Incident Management

Job description

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• Responsible for providing on-site desktop support for technical infrastructure for end users; advising and assisting users in solving problems related to software, hardware, networks and peripherals using available technology.
• Provides user support, new hire system set ups and desktop/laptop software evaluations. Deployment of updates/roll-outs. 80% software support with some knowledge of desktop hardware, OS, servers, and data bases.
• Provide quick response and maximum uptime of users. Understands customer goals; identifies consequences of various solutions.
• Develops project installation and escalation plans. Train users according to technical, release and security standards.
• Good communication skills, able to articulate technical solutions using basic explanations. Should continuously utilize on site customer visits and contacts to identify and report new business opportunities (hardware and services) for the benefit of overall business growth.

Requirement.

• Excellent interpersonal communication skills, positive and engaging telephone manner and a high degree of customer service aptitude
• Demonstrable experience and fluent command of the English language
• Excellent organizational skills and ability to troubleshoot remotely
• At least 3 years of experience in an IT support organization.
• Strong understanding of ITIL incident management, including upholding SLAs and communication to end users
• Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment
• Experience with researching complex issues with end user software and hardware
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Demonstrates clear desire to be a role model in customer service and execution of IT support.