At a Glance
- Tasks: Provide top-notch technical support and troubleshoot issues for customers in a remote setting.
- Company: Join a dynamic tech company focused on customer satisfaction and innovation.
- Benefits: Enjoy flexible remote work, competitive pay, and opportunities for professional growth.
- Other info: Collaborate with talented teams and enhance your skills in a supportive environment.
- Why this job: Make a real difference by solving problems and helping customers thrive with technology.
- Qualifications: Degree in IT or related field and experience in technical support roles.
The predicted salary is between 40000 - 45000 £ per year.
We are seeking a skilled and customer-focused Technical Support Engineer to provide technical assistance and troubleshooting support for customers and internal users in a fully remote environment. The ideal candidate will diagnose and resolve hardware, software, networking, and application issues while ensuring a high standard of customer service and timely issue resolution.
Key Responsibilities
- Provide first and second-line technical support via email, phone, chat, and ticketing systems
- Diagnose and troubleshoot hardware, software, operating system, network, and application issues
- Log, prioritise, and manage support tickets while meeting SLA targets
- Install, configure, and maintain software applications and user accounts
- Perform remote troubleshooting using remote desktop and support tools
- Escalate complex technical issues to engineering or specialist teams when necessary
- Document troubleshooting steps, resolutions, and knowledge base articles
- Monitor recurring issues and recommend process or system improvements
- Collaborate with engineering, product, and customer success teams to resolve customer issues
- Ensure compliance with company IT policies, security standards, and best practices
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- 2–5 years of experience in technical support, IT support, or service desk roles
- Strong knowledge of Windows, macOS, Linux, networking, VPNs, DNS, TCP/IP, and cloud-based applications
- Experience with ticketing platforms such as Zendesk, ServiceNow, Jira Service Management, Freshdesk, or similar tools
- Familiarity with Microsoft 365, Google Workspace, Active Directory, and remote support software
- Excellent troubleshooting, analytical, and problem-solving skills
- Strong verbal and written communication abilities
- Ability to work independently in a remote environment
Preferred Qualifications
- Certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft Certified, or equivalent
- Experience supporting SaaS products, enterprise software, or cloud platforms
- Familiarity with AWS, Microsoft Azure, or Google Cloud Platform (GCP)
- Knowledge of scripting languages such as PowerShell, Bash, or Python
- Experience working in a 24/7 support or global customer environment
Locations
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer in Cheshire, Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at iConsultera. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like iConsultera before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer in Cheshire, Warrington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to iConsultera:Your cover letter is your chance to shine! Tell us why you want to work at iConsultera specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at iConsultera!
How to prepare for a job interview at iConsultera
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
