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Technical Support Engineer
Wythenshawe, Greater Manchester
£34,000 + Benefits

Role Summary

Our client, who are an established and growing business is looking to recruit an experienced Technical Support Engineer. You will be a crucial part of the technical support team, responsible for delivering high-quality system and product support to our customers. The role requires resolving initial support calls, emails, and chats, while also addressing escalations within the team. The role is Monday to Friday, office-based and you will work rotating shifts of 8:30am - 4:30pm and 9:30am - 5:30pm.

Key Responsibilities

Manage open, unresolved, and escalated tickets within the support system
Stay updated on new hardware and software product releases
Assist Technical Support in the development of key site monitoring and customer support strategies
Identify and promote training opportunities for customers
Collaborate with field sales at the system specification stage
Provide proactive, high-level customer service with commercial awareness
Support customers via phone, email, and remote connectivity
Troubleshoot and diagnose technical issues related to company products
Install and configure hardware and software as needed
Follow up with clients to ensure problem resolution
Manage multiple cases simultaneously, ensuring timely and accurate customer feedback
Test and evaluate new technologies for potential deploymentSkills & Experience

Experience working with Technical Customer Support
Excellent communications kills, both written & verbal
Ability to stay calm under pressure and concisely articulate resolutions to problems to customers
Demonstrable problem-solving skills
Experience with a wide range of security systems, such as access control and door entry systems
Strong conflict resolution and problem-solving skills
Proficiency in IT systemsWant to recruit a similar role?

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