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- Tasks: Join our team as a Technical Support Engineer, tackling complex tech issues and providing top-notch customer support.
- Company: Melbreck is a dynamic IT support business in Lancaster, known for its excellent team environment and focus on customer needs.
- Benefits: Enjoy a supportive work culture, exposure to new technologies, and opportunities for personal development.
- Why this job: Be part of a fast-paced team that values customer satisfaction and offers a chance to grow your tech skills.
- Qualifications: 2-3 years of experience in IT support, a driving license, and a passion for helping customers are essential.
- Other info: Occasional travel across the UK to client sites is required, with a friendly team ready to welcome you!
The predicted salary is between 22700 - 28800 £ per year.
Melbreck are working with an IT support business based in Lancaster that offers an excellent working environment and team focus that are second to none! There is a fantastic opportunity to make working with this team your reality now, as they are looking for someone to join their team as a Technical Support Engineer / IT Support Engineer. They will consider someone joining them as either a first line support engineer or a second line support engineer.
They are very different from your average IT support firm. They are a busy, fast-paced team where all the team gains exposure to new technologies. They are focused on what their customers need and best fit, rather than what costs the most, or is the most state-of-the-art for the sake of it. Customer need is everything.
IT Support Engineer – Role Overview: Working as a 1st line or 2nd line support engineer (depending on your experience and preference), handling complex technical issues, performing root cause analysis, providing remote support, and working with level one technicians to resolve escalated issues.
IT Support Engineer – Candidate Requirements: Please note that this role requires someone with a driving license and a car so that they can undertake client visits across the country when needed. The role of IT Support Engineer / Technical Support Engineer requires someone with a good level of experience and knowledge around technical support / IT support for external customers – combined with excellent customer service skills. The role requires someone with experience of at least 2-3 years in an external customer IT support role – either first line support or second line support, in a helpdesk role. Someone who has worked for an MSP would be ideal; however, this is not essential.
The IT Support Engineer role requires someone who can already fulfil some of the below daily in the role, working independently:
- Minimum mid-level experience in a technical support / IT support position (2-3 years +)
- Experience in a helpdesk environment or within an IT support environment where a proper, documented process for dealing with customer issues is followed (tickets etc.)
- Experience of working with external customers, with a customer-centric focus
- Experience of Windows desktop up to 11 (need to be able to work independently on this)
- Office 365 deployment and management
Other experiences: In addition, the role requires someone who has at least some experience of any (not necessarily all) of the following, with the ability to learn and use them regularly with only occasional need for advice/support:
- Windows servers up to 2022 – including services such as AD, DNS, DHCP, Group Policy, RDS, SQL and Exchange
- Virtualisation via ESXI or Hyper-V
- Wireless technologies – from single access point to fully managed Ubiquiti, Meraki, or Aruba
- Network technologies and fundamentals – routings, VLAN’s, VPN’s, (SSL & IPSec), L2 & L3 technologies and fundamentals, switches, routers, firewall
- Disaster recovery and best practice for backups – including cloud-based solutions as well as Veeam, Backup Assist and Backup Exec
- Firewalls – Stateless, Stateful, NGFW (UTM) – FortiNet
- 2FA Technologies – Microsoft, DUO
- Spam Filters/Anti Spoofing Services
Who are we looking for? As well as having a good technical / experience fit for an IT support Engineer role, as a team fit, we are looking for someone who:
- has a ‘can-do’ attitude.
- can communicate around technical issues in plain English with customers – e.g., not using technical jargon.
- is customer focused.
- can work in a small team, and who will involve themselves in what needs doing, when it needs to be done.
- can integrate well with others.
Please note: this role will occasionally involve some travelling across the UK to customer sites (historically around once a month) and so needs someone who can both commit to this time away at short notice, and who can drive when necessary to client sites around the country. If you feel that you have the right mix of experience, knowledge, and attitude as that which is listed above, and you want to work for a fantastic, close-knit team in Lancaster that cares about you and your development, then apply now! We look forward to hearing from you!
Technical Support Engineer employer: Melbreck Technical Recruitment
Contact Detail:
Melbreck Technical Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows desktop up to 11 and Office 365. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Highlight your customer service skills and experiences in previous roles. Since this position emphasises a customer-centric approach, be prepared to share examples of how you've successfully resolved customer issues in the past.
✨Tip Number 3
Prepare to discuss your problem-solving abilities, especially in relation to complex technical issues. Think of specific instances where you performed root cause analysis and how you communicated solutions to customers in a clear and understandable way.
✨Tip Number 4
Since the role may involve travel, ensure you can confidently express your willingness to visit client sites when necessary. Mention any previous experiences that required travel or flexibility, as this will show your commitment to meeting customer needs.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially any roles that involved first or second line support. Emphasise your customer service skills and any specific technologies mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your understanding of customer needs. Mention your experience with Windows desktop and Office 365, and how you can contribute to the team’s focus on customer satisfaction.
Showcase Technical Skills: In your application, clearly outline your technical skills and experiences, particularly those related to the technologies listed in the job description, such as Windows servers, virtualisation, and network fundamentals. Use specific examples to demonstrate your proficiency.
Highlight Soft Skills: Don’t forget to mention your soft skills, such as communication and teamwork. The company values a 'can-do' attitude and the ability to explain technical issues in plain English, so provide examples of how you've successfully communicated with customers in the past.
How to prepare for a job interview at Melbreck Technical Recruitment
✨Showcase Your Technical Skills
Be prepared to discuss your technical experience in detail. Highlight your familiarity with Windows desktop environments, Office 365, and any relevant server technologies. Be ready to provide examples of how you've resolved complex issues in previous roles.
✨Demonstrate Customer-Centric Attitude
Since the role is heavily focused on customer service, share specific instances where you successfully handled customer queries or complaints. Emphasise your ability to communicate technical information in a way that customers can easily understand.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenario-based questions where you might need to explain how you would handle a specific technical issue or customer situation. This will showcase your critical thinking and approach to troubleshooting.
✨Exhibit Team Collaboration Skills
The company values teamwork, so be ready to discuss how you work within a team. Share examples of how you've collaborated with colleagues to resolve issues or improve processes, demonstrating your ability to integrate well with others.
