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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 technical professional to join our team at Franklin Fitch as an Onsite Second Line Engineer. This role involves providing expert 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.
  • Escalate unresolved issues to appropriate internal teams and ensure timely resolution, 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.

Requirements:

  • Proven experience working in a Managed Service Provider environment as a Client Support Engineer.
  • 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.