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Back to jobs Technical Support Engineer
  • Gloucester
  • £20,000 to £25,000
  • (Permanent)
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The Technical Support Engineer will be responsible for the 1st line technical support functions for the company’s range of educational technology products. This will involve providing efficient technical support services to our educational customer base, via telephone, email and the company’s website and support ticketing system.

A thorough technical understanding of PC’s, networks, mobile devices and operating systems is an essential requirement of this role, as is a working knowledge of supporting and troubleshooting technical issues for customers and an outstanding approach to customer service and communication, both written and verbal.

The technical support engineer will own the queue of 1st line support incidents and will prioritise and manage tasks accordingly. They will be responsible for ensuring that all support queries are dealt with promptly and efficiently and managed through the entire ticketing and support process.

In addition, the technical support engineer will also be required undertake pre-release software, hardware and firmware testing and QC, and report findings back to the Technical Support Manager in the form of bug and test reports within the company’s development task tracking software. The technical support engineer will be responsible for helping to write test plans and ensuring these are updated and completed as new test procedures are added.

They will also be responsible for assisting with the maintenance of the company’s ICT and test network infrastructures, including desktop support for administrative and sales staff.

Duties
Primary duties for the Technical Support Engineer are as follows:
- 1st Line customer technical support services
- Managing technical support tickets and phone calls with end users
- Investigation and replication of customer reported issue
- Pre-release hardware, firmware and software testing
- School site visits for technical support and troubleshooting

Additional duties required from time to time are as follows:
- Maintaining and supporting the company’s ICT infrastructure.
- Assistance with industry trade shows.

Key Skills
The successful candidate will have in depth technical knowledge and experience within some of the following key technical areas:

- Networking, Wi-Fi, TCP/IP, Proxy Servers
- Active Directory/LDAP
- Comfortable with CRM systems and online ticketing
- In depth knowledge of office application software
- Familiar with mobile devices and tablet technology, including Windows and Android OS’s
- Analytical thinker and attention to detail

This is a great chance to join a rapidly growing company offering excellent career prospects and working with exciting, cutting edge technologies.

Education: GCSE Qualifications
Experience: Min 1 years providing tech support to end users, ideally public sector/education
Location: Office based, Gloucester UK
Travel Required: Some
Salary: £20k - £25k DOE
Holiday: 23 Days plus public holidays