Helpdesk Support Engineer

  • Reference IP30882-PD
  • Salary £21,000 - £21,000
  • Location Cardiff
  • Job type Permanent

Technical Support Engineer
Cardiff Based Permanent Role
£21,000 & shift allowance & paid overtime

We are urgently seeking a confident Technical Support Engineer (1st and 2nd line support) for a company based on the outskirts of Cardiff.

You will be carrying out remote technical vetting, fault rectification and call closure of faults logged on customer equipment. You will also support field service engineers in identifying faults, ordering parts and coordinating activities to successfully achieve customer service level agreements. If you have a well rounded customer support background and are looking for your next move we'd be very interested in speaking to you.

Skills Mix:
In this role you'll be supporting Microsoft Office products, Windows 7-10, Experience of dealing with customers remotely over the phone, PC and peripheral equipment hardware and software repair experience.

Main Tasks and Objectives
• Working with customers to remotely diagnose and rectify faults logged on customers’ equipment to ensure full functionality according to manufacturer’s specifications.
• Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer onsite.
• Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix.
• Provide technical support to field service engineers on a broad range of IT equipment.
• Keeping customers informed at all times of progress of work.
• Report escalations to relevant helpdesk in accordance with each customers’ relevant escalation procedure.
• Be part of the Technical Services Group rota working evenings and weekends.
• Update Metrix system to ensure smooth communication between company and customer and to allow customer service reports to be produced.
• Manage workload to meet customer needs and ensure the communication is maintained with contact centre and area manager if necessary.
• Document procedures and customer specific information to grow the company’s knowledge base.

If this sounds like the sort of new role you'd like for 2020 please don't hesitate to apply for further details.

We feel this role should be commutable from Cardiff, Newport, Bristol, Cwmbran, Rhondda, Merthyr, Barry, Bridgend, Port Talbot and Swansea.

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