Overview

Job Title: Technical Services Engineer

Based: Belfast

Role description

The Technical Services Engineer position serves as the primary point of contact for customers. Responsibilities include promptly logging and addressing tickets, maintaining detailed records of customer interactions, and engaging with customers in a professional and amicable manner. This role encompasses various areas such as Technical Support, Bug Investigations, Knowledge Base Articles, Onboarding, Migrations, and Bespoke Template work.

Candidates must prioritise teamwork, taking ownership of tickets until resolution. Building positive relationships with both colleagues and customers is crucial. Essential attributes include a confident telephone demeanour, a helpful attitude, and a proactive approach to problem-solving.

Required Skills & Experience

Knowledge & Experience

• Customer service in an IT environment

• Database use (SQL Server preferred)

• Windows OS and Microsoft Office

• Supporting customers via phone, email, face-to-face or LiveChat

• Web technologies

Skills & Competencies

• Strong communication (verbal & written)

• Excellent interpersonal and customer service skills

• Analytical, problem-solving, and decision-making ability

• Good organisation, planning, and time management

• Computer literacy (Office, email, internet, Windows)

Desired Technical Skills

• SQL Server, report writing tools (e.g., Stimulsoft)

• Freshdesk, Intercom, YouTrack

Key Accountabilities

• Be main customer contact (calls, emails, tickets)

• Learn company products/services

• Field and escalate customer queries

• Maintain accurate records and monitor SLAs

• Liaise with internal teams and 3rd parties

• Provide timely updates to customers

• Support other departments as required

Desired Behaviours

• Professional, friendly, and reliable

• Personable, proactive, and adaptable

• Strong team player, self-motivated

• Organised, hardworking, and trustworthy

This job description is not an exhaustive list of duties, and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager