Technical Support Reading

Razoom IT has over 25 years' experience providing IT solutions in the B2B sphere, with specialist automotive retail knowledge as well as expertise in a host of other sectors.

We are looking for a Technical Support Engineer to provide enterprise-level assistance for our customers. This person needs to have the ability to diagnose and troubleshoot software and hardware problems and to help our customers with any IT related issue.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote support tools, to provide immediate support where needed. Familiarity with offering support using email, phone and chat applications, is essential. There is also a requirement to produce clear, written instructions and technical manuals. Making customer site visits will also be an important part of the role.

If you are someone who enjoys assisting people with IT issues, and are able to simplify technical detail, and communicate effectively, then we’d like to meet you.

We are looking for a trustworthy person, whom people can rely upon to provide timely and accurate solutions to their technical problems.

Responsibilities

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone or email, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Refer to internal or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain effective / positive relationships with clients

Requirements

Essential

• Hands-on experience with Windows environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• A passion for technology
• Familiarity with remote desktop applications and help desk software
• Full, clean UK Driving licence

Desirable

• Basic understanding of DNS, DHCP and IP
• BS degree in Information Technology, Computer Science or relevant field
• Certification in Microsoft, or similar technologies is a plus

Job Types: Full-time, Permanent