Technical Support Engineer

Full Time Greater Manchester IT Job Pro UK

Concept Resourcing are recruiting for a Technical Support Engineer to join a growing Customer Support Department in Manchester.
You will be working in a team-based environment on the Service Desk, providing first line support to client users

Your main responsibilities will be providing 1st time responses and fixes where possible, routing to 3rd party supplier, triaging and escalating tickets to 2nd line when required.
A broad technical knowledge is required ideally with Retail/EPOS/POS solution experience, as is previous Support experience.

You will be forward thinking, customer focused and self-motivated with the drive to improve all support services and the user experience.

Must aspire to a culture of service excellence, always putting the customer, our people, and our business at the centre of everything you do.
Demonstrate strong organisational skills and be accountable for your daily workload
Demonstrate a systematic, disciplined, and analytical approach
Be customer focused and enthusiastic in ensuring that colleagues receive a high quality of service

The key objectives

Responsibility for being the first point of contact on the Service Desk and provide efficient first line support to customer
Responsibility for updating company call logging systems
To ensure that Team Lead are kept informed of progress and are told of major problems and/or issues in a timely manner
Updating the knowledge base
To work within SLA and KPI targets to agreed priorities.

What are we looking for?

Excellent troubleshooting and problem-solving skills
1-3 years' experience in 1st/2nd line support
Experience with supporting customers over the phone
Experience in Support Retail IT /POS solutions
Experience of ticket management.
Be passionate about Customer Service

What's on Offer?

Working mix of office and home working
Working shift rota (M-Fr 08:00-18:00/weekend 08:00-18:00) *some variation may apply
Any 5 from 7 rota basis, flexibility required
Up to £25,000 starting salary DOE – Plus 5% Bonus
Company benefits

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