Careers at Care – Technical Support Engineer

Careers at Care – Technical Support Engineer

Position: Technical Support Engineer (Based on customer site)
Salary: £21,000 – £26,000
Location: Windsor Berkshire
Job Ref: TE01030

If you are interested in a career at Care Computers, please email your CV and cover letter to careers@carecomputers.co.uk and a member of our team will respond.

STRICTLY NO AGENCIES OR CANVASSERS PLEASE

Opportunity at Care Computers.

Care Computers are a leading Microsoft Partner based in Windsor providing IT consultancy, support, professional services, and solutions to SMB/SME clients in the Thames Valley area since 1993. With a well-established presence in our sector, we are looking to grow our technical team by adding a Technical Support Engineer to help support our existing client base and drive continued customer satisfaction.

Key Responsibilities.

After a period of time training in our Windsor office you will be based at one of our customer sites in the Windsor area. You will be responsible for handling front line support requests in a professional and timely manner. In this role you will log support requests In person, over the phone, by email or through our helpdesk system where you will work to resolve support requests for a specific customer. This role requires a good base knowledge of all areas of IT and offers a great opportunity to learn and expand on skills.

Working from one of our customer sites in the Windsor area, the successful applicant will troubleshoot problems with: workstations, servers, printers, networks, and vendor specific hardware and software on a daily basis. This role requires you to attend the customers site for regularly scheduled visits.

You will be required to complete a enhanced DBS check with list checks to work with our customers, The customer requires a clean criminal record.

Additional Duties and Responsibilities

  • Improve customer service, perception, and satisfaction.
  • Ability to work effectively alone and prioritise own workload.
  • Escalate service issues that cannot be completed within agreed service levels.
  • Communicate to customer: keeping them informed of progress, impending changes, agreed outages, etc.
  • Maintain specific knowledge of the customer and how IT relates to their strategy and goals.
  • Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs.
  • Document internal processes and procedures related to duties and responsibilities.
  • Work through assigned incidents in the helpdesk suite.

Knowledge, Skills, and/or Abilities desired

The requirements listed below are representative of the knowledge, skill, and/or ability desired.

  • Interpersonal skills: telephony, communication skills, active listening & customer-care.
  • Ability to multi-task and adapt to changes quickly and Diagnosis skills of technical issues.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Understanding of operating systems, business applications, printing systems, and network systems.
  • Typing skills for quick and accurate entry of details.
  • Self-motivated and ability to work in a fast environment.

Educational/Vocational/Previous Experience Recommendations

  • 12 months or more of IT Service Desk experience or related experience is preferred but not essential.
  • Current MS-10X or MD-10x certifications preferred but not essential.
  • Full clean UK driving license is required.

Benefits

  • Competitive salary based on experience and qualifications.
  • Full on the job training & support.
  • Fun working environment and culture with great opportunity for advancement.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job.  Other duties may be assigned as needed.

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