Technical Support Specialist

6 days ago

Ramsgate, Kent, United Kingdom HR GO Recruitment Full time
Job Title: 2nd Line Support Engineer Job Summary: We are seeking a skilled and experienced 2nd Line Support Engineer to join our team. As a 2nd Line Support Engineer, you will be responsible for providing technical support to our customers, resolving complex technical issues, and escalating issues to senior engineers when necessary. Key Responsibilities: * Provide technical support to customers via phone, email, and remote desktop * Troubleshoot and resolve complex technical issues * Escalate issues to senior engineers when necessary * Document all customer interactions and issues in our in-house system * Collaborate with the wider team to process tickets and escalate where required Requirements: * 2+ years of experience in a technical support role * Strong technical knowledge and problem-solving skills * Excellent customer service skills * Ability to work in a fast-paced environment * Strong communication and teamwork skills What We Offer: * Competitive salary * Performance bonus and profit share * Hybrid working arrangement (4 days in office, 1 day from home) * Opportunities for career growth and development Company Overview: We are a dynamic and growing company with a strong company culture. We are committed to providing our customers with the best possible service and support. Role Overview: As a 2nd Line Support Engineer, you will be an integral part of our technical support team. You will be responsible for providing technical support to our customers, resolving complex technical issues, and escalating issues to senior engineers when necessary. Working Hours: 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 09:00.

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