Technical Support Specialist
2 days ago
Job Title: 2nd Line Support Engineer
Salary: £26,000 per annum + up to £3,500 performance bonus + profit share
Hybrid: 4 days in our office in Ramsgate, 1 day from home
Location: Ramsgate
Job Type: Full time/permanent, working Monday to Friday 09:00 - 17:00. Additional hours will be expected once you pass your probationary period and will be paid at time and a half rate or time in lieu. All additional shifts are on a rota basis. Due to this role also requiring client visits (as/when required), travelling may be required outside of the standard hours to ensure you are onsite for 0900.
Role Overview: As a Technical Support Specialist, your day-to-day role will involve taking incoming escalated service requests from our Remote Support Engineers. You'll provide excellent customer service using your advanced technology skills to diagnose, resolve issues, and maintain a healthy technology and security standard across our technology stack. This role also includes the need to potentially attend client sites for anything that cannot be resolved remotely. Additionally, any hands-on workshop work to fix hardware-related issues will also be expected. This is a high-pressured role and requires a high level of attention to detail, technical knowledge, and customer service skills.
Responsibilities include:
- Documenting works on our in-house system, keeping customer records updated.
- Communicating with customers both verbally and by email, ensuring customer service is at the forefront of everything you do.
- Working alone and as part of a wider team to process tickets and escalate where required.
- Working at speed with accuracy and awareness to adhere to SLAs.
- Organising and prioritising works in a calm and positive manner.
- Becoming a Product Champion, meaning you will be a guru for a particular part of the business.
Requirements:
- A high level of technical understanding and skill to resolve complex issues from start to finish.
- A passion for technology and how it can help drive client success and hit their business goals.
- Providing a high level of customer care for every request.
- Maintaining a positive attitude through good and challenging days to keep the team motivated.
- A drive to continue learning and adapting to the ever-changing landscape of technology and security.
- A valid UK driving license.
Benefits:
- Company paid quarterly events.
- Hybrid working.
- Profit share.
- Performance-related bonus.
- Cycle to work scheme.
- Onsite gym.
- Paid training.
- Great company culture.
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