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Technical Support Specialist

2 months ago

Cardiff, Cardiff, United Kingdom Xact Placements Limited Full time

Job Summary:

Xact Placements Limited is seeking a highly skilled Technical Support Specialist to join our team as a Break Fix Engineer in Cardiff. As a key member of our technical support team, you will be responsible for providing exceptional technical assistance to our clients and ensuring the smooth operation of our services.

Key Responsibilities:

  • Provide timely and effective technical support to assigned accounts, ensuring that all issues are resolved within agreed service level agreements (SLAs).
  • Investigate and rectify faults reported by clients and channel partners, utilizing your technical expertise to identify and resolve complex issues.
  • Perform routine maintenance and modifications on devices, as well as install new equipment as required.
  • Support clients during installations and provide training on new equipment and software.
  • Stay up-to-date with SLAs and solutions in use, ensuring that you are fully conversant with all technical aspects of the role.
  • Collaborate with colleagues to ensure seamless support during busy periods or when team members are absent.
  • Log call details accurately and within agreed timescales, providing valuable insights for future support and improvement.
  • Identify and report recurring faults to enable proactive management and minimize downtime.
  • Share technical expertise and knowledge with team members to enhance overall support capabilities.
  • Maintain stock levels of boot stock and site stock, ensuring that all necessary equipment is available when needed.
  • Participate in product training and development to stay current with the latest technologies and solutions.
  • Adhere to all company policies and procedures, as well as customer health and safety guidelines.

Requirements:

  • Previous experience in a field technical support environment, preferably within the MFP/copier/print arena.
  • City & Guilds or similar qualification, or comparative competence level.
  • Ability to think logically and resolve complex issues efficiently.
  • Excellent communication and interpersonal skills to deliver exceptional customer service.

Benefits:

  • Competitive salary range: £25,000 - £30,000.
  • Company car with fuel card.
  • Laptop, tools, and phone provided.