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Onsite Technical Support Specialist

2 months ago

London, Greater London, United Kingdom Franklin Fitch Full time

We are seeking a skilled and experienced professional to join our team at Franklin Fitch as a Onsite Second Line Engineer. This role involves providing technical support to our clients, troubleshooting and resolving complex technical issues, and collaborating with internal teams to ensure client satisfaction.

Key Responsibilities:

  • Provide timely and effective technical support to clients, diagnosing and resolving technical issues related to our products and services.
  • Communicate complex technical information in an easy-to-understand manner, ensuring clients are informed about the status of their issues and any follow-up actions required.
  • Evaluate and escalate unresolved issues to appropriate internal teams, ensuring timely resolution and following up on escalated issues to ensure client satisfaction.
  • Maintain accurate and detailed records of client interactions, technical issues, and solutions in our support ticketing system.
  • Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues and their resolutions.
  • Assist in onboarding new clients by providing training sessions and guiding them through the initial setup and configuration of our products.
  • Collect and relay client feedback to product development teams to assist in the continuous improvement of our products.
  • Stay up to date with the latest developments in our products and industry trends to provide informed support to clients.

Qualifications:

  • Experience working within a Managed Service Provider (MSP) environment is highly valued.
  • Proficiency in troubleshooting software and hardware issues.
  • Experience with Microsoft Azure and Microsoft 365.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • Strong analytical and problem-solving abilities, with the ability to think critically and troubleshoot complex issues.
  • Demonstrated commitment to providing exceptional customer service, with patience and empathy when dealing with clients.
  • Ability to work effectively in a team environment, with a willingness to collaborate with other departments to resolve client issues.