Technical Support Engineer
New Yesterday
*Summary*
The Technical Support Engineer will be responsible primarily for supporting our Field Service Engineers and Installation Engineers.
This role involves trouble shooting, setting up and / or adjusting our customer’s IT equipment directly, via VPN, indirectly, via the Field Engineer’s laptop, or just verbally walking an engineer through the process.
The IT equipment could be controlling moving electro – mechanical devices, such as electric security gates, or a stationary unit, such as a retail self-order point, where there is a networked PC controlling a touch screen, printer, scanner etc.
*DUTIES AND RESPONSIBILITIES*
Evaluate and troubleshoot issues remotely and resolve pro-actively but escalate to next level support if necessary.
Collaborate with internal departments (especially Service) to determine type of support required.
To pro-actively undertake training on existing and new products to understand how they operate and how to trouble shoot. Generate triage documents to support engineers.
Analyse customer portals monitoring system performances and pro-actively take appropriate actions if performance is below SLA.
Log issues and resolutions in an appropriate report.
Resolve any issues related to IT equipment out in the field or in our warehouse / production facilities during prototype / testing phases of build / installation
Ensure compliance with company policies and industry regulations.
To be aware of and adhere to the company’s published Health & Safety Policy, maintaining individual duty of care to all concerned.
To be aware of and always adhere to the company’s ethical policies.
To be prepared to take on any other role or work in any other area of the business as circumstances may dictate
*Person Specifications*
Experience / Knowledge - 2+ years of experience in an IT / Technical Service helpdesk or support role.
Technical Sills - Experience with Linux & Windows OS, Problem Solving and Computer Networking
Personal Skills - Strong IT and analytical skills, Excellent communication and instructional skills, Ability to work independently and as part of a team, Attention to detail and commitment to accuracy.
Personal Attributes - Confident and personable, Articulate, Committed to high professional standards, Quality focused
Qualifications - Good general education
Job Type: Full-time
Pay: £28,000.00-£30,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
Schedule:
* Day shift
* Monday to Friday
* Night shift
* Weekend availability
Ability to commute/relocate:
* Leicester LE9 9FL: reliably commute or plan to relocate before starting work (required)
Experience:
* Technical support: 2 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Expected start date: 16/06/2025
- Location:
- Leicester
- Salary:
- £28,000 - £30,000 a year
- Job Type:
- FullTime
- Category:
- Techhelp