Technical Support Engineer

Job Description

Join our dynamic team in Cardiff as a Technical Support Engineer where you will be responsible for offering top-notch support and managing technical concerns for our clients. Your expertise will be essential in troubleshooting devices, software applications, and network issues while ensuring maximum uptime.

Responsibilities

• Provide first-level technical support and troubleshoot customer issues via telephone, email, or remote assistance.
• Maintain accurate records of support requests and resolutions in our ticketing system.
• Assist in the setup and installation of workstations, software, and peripherals.
• Document common problems and solutions to enhance the knowledge base.
• Collaborate with the IT team to improve system performance and user experience.
• Conduct regular system checks to ensure reliability and functionality.
• Train users on new software and hardware tools as required.
• Participate in team meetings to discuss improvements in processes.

Requirements

Education

• Bachelor's degree in Information Technology or related field
• CompTIA A+ certification is a plus

Experience

• 2+ years of experience in technical support or IT helpdesk role

Technical Skills

• Windows and Mac OS
• Networking

Soft Skills

• Excellent communication skills
• Problem-solving

Certifications

• ITIL Foundation Certificate
• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent

Advantageous

• Knowledge of ServiceNow: Familiarity with the ServiceNow platform for managing support tickets.
• Experience with cloud services (AWS or Azure): Understanding of cloud infrastructure and services.

Benefits

• Competitive salary and performance-based bonuses
• Health and wellness benefits
• Generous annual leave policy
• Professional development opportunities

Company Culture

• Team-Oriented Environment: At Tech Solutions, we work collaboratively to achieve our goals and support one another.
• Continuous Learning: We encourage our staff to grow and enhance their skills through ongoing training.
• Inclusion and Diversity: We embrace a diverse workforce and believe in creating an inclusive culture.