Technical Support Engineer - Fife - £30 - £32k

Location - Edinburgh ( initial first few months in the office then Hybrid)

Salary - £30 - £32k Basic

Full Time - Permanent

Client:

As a Customer Technical Support Engineer, you will be a key player in an exciting managed service, customer-interfacing role that couples technical and client relationship skills to successfully implement and support our product range.

You will be working directly with customers, so you must demonstrate a proven ability to work in different environments under pressure.

The position will potentially require providing full wrap around on call support in a rotation.

The position can require travel to various customer sites. You must have a clean UK driving license and be able to obtain specific Security Clearances, and have lived in the U.K. for the last 5 years

Job Responsibilities:

-Act as the main point of contact for customers for any complaints, inquiries, and issues.

-Provide remote break/fix support and update tickets within the customer Service Level Agreement.

-Travel to customer sites to provide user support.

-Provide technical escalation and reporting for incidents.

-Monitor issue resolution status and duration - own issues on behalf of the customer.

-Provide and schedule guidance and training to customers about product operation and maintenance procedures.

-Update technical manual and reference guides with the recent product updates and developments.

-Continuously acquire necessary product expertise.

-Attend educational workshops and trainings to develop sufficient knowledge to conduct field support activities.

-Participate in industry events, conferences, meetings, etc to develop business networking and references.

-Help meet all operational goals: being willing to cross functional boundaries as and when required.

-Providing Tier 1,2 and 3 support on our hardware and software products, liaising with RD team as and when required.

-Delivering customer professional services.

-Potential of out of hours support on a rotational basis.

Basic Requirements

Required experience:

-strong Microsoft Windows Server skills.

-storage fundamentals (including Cloud).

-Cloud Knowledge, AWS, and Azure.

-Good understanding of networking including Switches, Firewalls, and trouble-shooting.

-Customer Service.

-Good working knowledge of PC and other hardware troubleshooting skills.

-Technical Support.

SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all.