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For Companies At a Glance
- Tasks: Provide top-notch support to customers, troubleshoot issues, and enhance product features.
- Company: Join a fast-growing health tech start-up making a real difference in people's lives.
- Benefits: Competitive salary, holiday package, pension scheme, and a supportive work environment.
- Why this job: Be the voice of the customer and influence product development while helping others.
- Qualifications: Experience in support roles, strong tech skills, and excellent communication abilities.
- Other info: Work in a dynamic team with opportunities for personal and professional growth.
The predicted salary is between 20000 - 28000 £ per year.
Our client, based in Stevenage, are a rapidly growing UK-based health tech start-up that is building wearable technology with the power to support people living with neurological conditions. The company has moved from prototype to mass production in under a year, launching in the UK and now internationally. Backed by full private investment and guided by strong social values, this is a rare chance to join a people-first business with purpose at its core.
They are looking for a Support Engineer to join the team.
I.T Support Engineer Overview
The Support Engineer holds the critical role of the front-line representative for the company. This individual is responsible for delivering exceptional customer support to external customers, serving as the first point of contact, primarily assisting users with enquiries, troubleshooting, and resolving issues related to the physical product and smartwatch apps.
The successful candidate will be expected to:
- Manage Customer Interaction: Answer incoming support email requests via a help desk system, with occasional phone calls, from external customers concerning product functionality, faults and order queries.
- Achieve Issue Resolution: Resolve customer issues efficiently and accurately.
- Handle Escalation: Accurately document and elevate any customer issues for timely resolution.
- Contribute to Product Improvement: Actively capture and analyse customer feedback, feature requests, and recurring pain points. Act as a conduit between the customer and the product team, ensuring user feedback directly influences future development.
- Maintain Product Knowledge: Maintain expert-level knowledge of the company's product line, recent updates, and known issues to provide the most current support.
- Contribute to Department: Make suggestions for improvements in Support and the wider Operations departments.
Support Engineer Job Requirements
- Experience: Demonstrable experience in a support engineering role including 1st line support positions.
- Personal Approach: Needs to be very personable, exhibit exceptional patience, empathy, and professionalism when interacting with customers.
- Technical Skills: Strong understanding of technology, with hands-on experience in testing and diagnostics.
- Communication: Excellent communication skills, both written and verbal, with the ability to translate information into simple, easy-to-understand instructions and to articulate customer needs to internal stakeholders.
- Location: Based within a commutable distance of Stevenage, Hertfordshire.
- Language: Knowledge of a second language an advantage but not required.
Support Engineer Salary & Benefits
- Salary: 25,000- 35,000
- Monday to Friday (09:00 to 17:00)
- On-site position
- Holiday package
- Pension scheme
I.T Support Engineer in London employer: Bennett and Game Recruitment LTD
Contact Detail:
Bennett and Game Recruitment LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land I.T Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local tech meetups, or join online forums. You never know who might have a lead on that perfect I.T Support Engineer role.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, confidence is key when showcasing your technical know-how and customer service skills.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've resolved customer issues in the past. This will demonstrate your ability to handle the challenges of a support engineer role.
✨Tip Number 4
Apply through our website! We’re all about connecting talent with opportunity, so make sure to submit your application directly. It shows you're serious about joining our mission to support people with neurological conditions.
We think you need these skills to ace I.T Support Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the I.T Support Engineer role. Highlight relevant experience, especially in customer support and technical skills. We want to see how your background aligns with our mission of supporting users effectively.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for technology and helping others. Share specific examples of how you've resolved customer issues in the past, as this will resonate with us at StudySmarter.
Showcase Your Communication Skills: Since communication is key in this role, make sure your application reflects your ability to convey information clearly. Use simple language and structure your writing well, so we can easily understand your points.
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application goes straight to us, and we can review it promptly. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Bennett and Game Recruitment LTD
✨Know the Product Inside Out
Before your interview, make sure you have a solid understanding of the company's wearable technology and how it supports users with neurological conditions. Familiarise yourself with the product features, common issues, and recent updates. This will not only impress your interviewers but also help you answer questions more effectively.
✨Showcase Your Customer Service Skills
As an I.T Support Engineer, you'll be the first point of contact for customers. Prepare examples from your past experiences where you've successfully resolved customer issues or provided exceptional support. Highlight your patience, empathy, and professionalism in these scenarios to demonstrate that you're the right fit for their people-first approach.
✨Practice Clear Communication
Excellent communication is key in this role. During the interview, practice explaining technical concepts in simple terms. You might be asked to describe how you would troubleshoot a common issue, so think about how you can break down complex information into easy-to-understand instructions.
✨Be Ready to Discuss Feedback and Improvements
The company values customer feedback for product improvement. Be prepared to discuss how you've previously gathered and analysed customer feedback in your past roles. Think about suggestions you could make for enhancing support processes or product features based on user experiences.
