At a Glance
- Tasks: Manage customer escalations and improve service performance while driving continuous service improvement.
- Company: Join a forward-thinking MSP focused on redefining customer success.
- Benefits: Competitive salary up to £43,000 plus benefits and SC clearance eligibility.
- Other info: Dynamic role with opportunities to work with cutting-edge technology and automation.
- Why this job: Make a real impact by helping customers maximise their IT services with innovative solutions.
- Qualifications: Experience in technical support and strong customer engagement skills required.
The predicted salary is between 43000 - 43000 £ per year.
Join an MSP that's rethinking customer success. Our client delivers Cloud, Cyber Security, Data and Digital Transformation services across public and private sector organisations. They're investing in customer success to move beyond the traditional MSP model of simply reacting to tickets. The focus is on helping customers get more value from their technology, reducing repetitive support activity and driving continuous service improvement.
The Role
You'll help manage escalations, improve service performance, identify trends and ensure customers receive maximum value from their IT services. You'll be involved in customer engagement, service reviews, onboarding activities and help discover how automation and AI can be used to improve service delivery and customer outcomes.
Key Responsibilities
- Manage customer escalations and service issues
- Conduct service reviews and customer engagement meetings
- Analyse ticket trends and service performance
- Identify opportunities for automation and service improvement
- Support onboarding and customer adoption activities
- Work closely with technical consultants and engineering teams
- Promote ITIL best practice and customer success outcomes
Technical Environment
You'll work across a broad technology landscape including:
- Microsoft 365
- Azure
- Intune
- Microsoft Security
- Oracle OCI
- Cisco
Senior Technical Support Engineer employer: F5 consultants
Join a forward-thinking Managed Service Provider in Central Bristol that prioritises customer success and innovation. With a strong focus on employee growth, you will have the opportunity to enhance your skills in a collaborative environment while enjoying competitive benefits and a commitment to continuous improvement. This is an excellent place for those looking to make a meaningful impact in the tech industry, all within a vibrant city known for its rich culture and community spirit.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local tech meetups. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer success and technical support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you’ve managed escalations or improved service performance. We love hearing about real-life experiences that demonstrate your value.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make a difference in customer success.
We think you need these skills to ace Senior Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Technical Support Engineer role. Highlight your experience with customer engagement and service improvement, as these are key aspects of the job. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t just list your technical skills; show us how you've used them in real-world scenarios. Whether it’s managing escalations or conducting service reviews, we love seeing practical examples that demonstrate your expertise.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer success and how you can contribute to our mission. We appreciate a personal touch, so let your personality come through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at F5 consultants
✨Know Your Tech Inside Out
Make sure you’re well-versed in the technologies mentioned in the job description, like Microsoft 365, Azure, and Cisco. Brush up on your knowledge of ITIL best practices too, as this will show that you understand the importance of customer success and service improvement.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific customer escalations or service issues. Think of examples from your past experience where you successfully managed similar situations. This will demonstrate your problem-solving skills and ability to drive continuous service improvement.
✨Showcase Your Customer Engagement Skills
Since the role involves a lot of customer interaction, be ready to discuss how you’ve previously engaged with clients. Highlight any experience you have with conducting service reviews or onboarding activities, as this will illustrate your commitment to ensuring customers get maximum value from their IT services.
✨Emphasise Your Analytical Mindset
The role requires analysing ticket trends and service performance, so be prepared to talk about how you approach data analysis. Share any tools or methods you use to identify trends and suggest improvements, as this will show your proactive approach to enhancing service delivery.
