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Senior Technical Support Engineer


  • £25000 - £30000 per annum
  • Daresbury
  • Posted: 20/12/2018
  • Permanent
  • Job Ref: 216102771

Job Details

Senior Technical Support Engineer



Location: Daresbury



Salary: £25k-£30k



Job Description:

Our client is looking for a customer service professional with a love of problem-solving to join their Technical Support Department.



Responsibilities:

• Create and update support cases/service requests

• Provide support assistance on our client's specific products

• Accept service requests which were not resolvable by the 1st tier team

• Provide assistance on medium to high level complexity support inquiries

• Provide timely responses and regular updates on support cases

• When the case is unable to be solved within the specified guidelines, collaborate with our developer teams to investigate further

• Contribute to the knowledge base and actively use the existing documents in the resolution of support cases

• Properly document support enquiries into the CRM system

• Provide assistance to other team members

• Proactively keep management informed of critical customer issues/concerns



Required Experience & Skills:

• Bachelor degree in a technical related field or equivalent work experience

• Experience providing technical support for Windows, Linux, and other UNIX operating systems and related software

• Strong customer orientation and dedication

• Good communication and interpersonal skills

• Fluent in verbal and written English

• Ability to manage multiple tasks

• Enjoys problem solving and approaches them analytically and methodically

• Eagerness to learn new technologies/skills

• The ability to replicate a customer issue in-house regardless of OS