Technical Support Engineer

3 weeks ago

Cardiff, United Kingdom Accelero Full time

Job Title: First Line Support Engineer

Hybrid

Job Description:

We are seeking a diligent and customer-focused First Line Support Engineer to join our dynamic team. As a First Line Support Engineer, you will be the initial point of contact for all technical inquiries and issues reported by our clients. Your primary responsibility will be to provide timely and effective resolution or escalation of technical problems, ensuring excellent customer service at all times. The ideal candidate will possess strong communication skills, technical proficiency, and a passion for problem-solving in a fast-paced environment.

Key Responsibilities:

  • Act as the first point of contact for technical support requests via phone, email, or ticketing system.
  • Provide courteous, efficient, and professional assistance to clients experiencing technical issues or inquiries.
  • Diagnose and troubleshoot software, hardware, and network problems, utilizing available resources and following established procedures.
  • Document all support interactions, including issue details, troubleshooting steps, and resolutions, in our ticketing system.
  • Escalate unresolved issues to the appropriate internal teams, ensuring prompt and effective resolution.
  • Proactively communicate with clients regarding the status of their support requests and provide updates as necessary.
  • Assist in the maintenance and improvement of support documentation, knowledge base articles, and troubleshooting guides.
  • Collaborate with other support team members to share knowledge and best practices, fostering a supportive and collaborative work environment.
  • Stay current with industry trends, technologies, and best practices in order to continuously improve technical skills and knowledge.

Qualifications:

  • Proven experience in a technical support role, preferably in a customer-facing environment.
  • 1 year commercial experience
  • Strong understanding of computer systems, networks, and common software applications.
  • Excellent problem-solving and troubleshooting skills, with a keen attention to detail.
  • Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
  • Ability to work independently and collaboratively in a team environment, prioritizing tasks and managing time effectively.
  • Customer-centric mindset with a commitment to delivering high-quality service and support.

Company Culture:

At our company, we value innovation, teamwork, and excellence in customer service. We foster a supportive and inclusive work environment where employees are encouraged to learn, grow, and contribute to our shared success. As a First Line Support Engineer, you will have the opportunity to make a meaningful impact by helping our clients overcome technical challenges and achieve their goals. Join us in providing exceptional support and shaping the future of technology solutions.

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