Technical Support Engineer

Our client, a Managed IT Services provider, is looking for a motivated Technical Support Engineer to join their IT support team. You will provide technical assistance and troubleshooting to ensure seamless IT operations, while also supporting IT projects including deployments, migrations, system upgrades, and process improvements.

Key Responsibilities

Technical Support & Troubleshooting

• Provide second line support for IT related issues via phone, email, and ticketing system
• Diagnose and resolve hardware, software, and network related problems
• Escalate complex technical issues to senior engineers while ensuring timely follow ups

Client Service & Communication

• Engage with clients to understand their IT concerns and provide effective resolutions
• Maintain clear, friendly, and professional communication, ensuring a high level of customer satisfaction
• Document and update issue resolutions, FAQs, and support procedures in the knowledge base

System Monitoring & Maintenance

• Assist in monitoring IT systems and networks to identify potential issues before they impact operations
• Perform routine system maintenance, software updates, and basic troubleshooting
• Support in implementing security best practices and ensuring compliance with company policies

Service Delivery & Process Improvement

• Collaborate with the team to enhance IT support capabilities and service efficiency
• Assist in tracking key performance indicators (KPIs) for service delivery and contribute to process optimisations
• Follow ITIL best practices for incident, problem, and change management

Training & Development

• Stay updated on emerging IT technologies and industry trends
• Participate in training sessions and certifications to enhance technical knowledge and career growth

Required Skills & Qualifications

• Good understanding of Windows, macOS (desirable), networking, and common enterprise applications
• Strong troubleshooting skills with a logical and analytical approach
• Excellent verbal and written communication skills for client interactions
• Ability to work collaboratively in a fast-paced support environment
• CompTIA A+, Microsoft 365 Certified, or working towards an equivalent certification
• Ability to assist in IT projects, including documentation and task tracking
• 3+ years IT experience
• Full driving licence required