Technical Support Engineer

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
 

Responsibilities include (but not limited to)

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues,
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritise and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes, manuals SOPs

Person requirements

• Proven work experience as a Technical Support Engineer, Customer Support or similar role
• Good understanding of computer systems, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Understanding sensitive commercial relationships · GDPR aware
   

Company Overview
 

Tooling Intelligence is an independent UK company owned and run by Engineers and Business Improvement Specialists who are experts in improving the return on investment that customers can achieve through their spend on non-production materials such as cutting tools, safety equipment and general MRO.

We provide a comprehensive range of point-of-use vending solutions that allow your company to maximise efficiency and return on investment within your supply chain. As channel managers of the market leading SupplyPro, we can build and configure a system that matches your business requirements whether that’s as a stand alone product or a fully integrated dispensing solution