We are recruiting an experienced IT Support Engineer with a passion for delivering exceptional customer service. As IT Support Engineer you will split your time between our busy helpdesk and carrying out visits to our clients who are predominantly based in Bath, Somerset and Wiltshire. These visits will include routine maintenance visits, but you'll also perform break/fix visits, installing new hardware and have the opportunity to be involved in project delivery.
You will be joining a progressive and rapidly expanding company that provides IT support to over 350 small businesses in Bath and surrounding areas.
You will have the opportunity to progress within the company and shape the business as it continues to expand, benefiting from a highly rewarding career working for a company where individual contribution is recognised and rewarded (both Managing Director and Operations Director started with the company as technicians).
As an IT technician, you're on the front line when it comes to supporting clients who are having technical issues. Your customer service and communication skills must be excellent, and you must be able to gather sufficient information from the customer to enable you or another engineer to diagnose and solve the issue. You should be able to adapt quickly to different networks and configurations and attention to detail, methodical thinking and an ability to build and maintain relationships are crucial. You will also have a great face to face communication skills, the ability to build relationships quickly and the confidence to operate on your own while out on site.
A typical helpdesk request could be a problem with the software, a server-based problem, a virus or email issue, hardware issues, or the set-up of a new hosting account, email facility or broadband.
Your daily tasks will include:
Working with customers remotely to identify technical problems and advising on the solution
Meeting and beating call response targets
Logging and keeping records of customer queries and coordinating with the rest of the team where necessary, ensuring a smooth handover of issues to other engineers
Proactively maintaining good relationships with customers
Site visits for routine maintenance, new equipment installation, break/fix and project delivery