Technical Support Engineer

JR United Kingdom; York; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the UK is seeking an IT Support Specialist to provide on-site desktop support for end users. This role involves troubleshooting software and hardware issues, managing installations, and ensuring high levels of customer service. Candidates should have a strong command of ITIL practices and a passion for excellent customer interactions.

Qualifications

• At least 3 years of experience in IT support organization.
• Fluent in English, excellent communication and customer service skills.
• Strong understanding of ITIL incident management.

Responsibilities

• Provide on-site desktop support and assist users with software and hardware issues.
• Manage new hire system setups and perform software evaluations.
• Develop project installation and escalation plans.

Skills

Interpersonal communication

Customer service

Troubleshooting

Technical support

Tools

ITIL

Microsoft OS

OS X

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.