At a Glance
- Tasks: Provide top-notch technical support and resolve issues remotely for clients.
- Company: Join a growing tech company focused on customer satisfaction.
- Benefits: Up to £32,000 salary, mobile phone, laptop, private healthcare, and 25 days holiday.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Be the hero of tech support and make a real difference for clients.
- Qualifications: Customer service experience and strong IT knowledge required.
Are you a customer-focused technical professional with strong IT, print, or software support experience? This is an excellent opportunity to join a growing organisation as a Helpdesk Technical Support Engineer, providing high-quality remote support across print hardware, software solutions, networking, and IT environments.
You will play a key role in improving service productivity by resolving issues remotely, reducing the need for field visits, and proactively monitoring client devices to keep systems running smoothly.
The Role
As part of the Helpdesk Team, you will be the first point of contact for technical support queries, delivering exceptional service to clients and ensuring fast, effective resolution of issues.
Key Responsibilities
- Deliver outstanding service and technical support to clients via the Helpdesk
- Remotely monitor client devices and take proactive action to prevent downtime
- Provide 1st and 2nd line diagnosis and remote fixes for print, scanning, driver, and software issues
- Connect remotely to client networks to resolve technical faults
- Maintain and update customer software to ensure accurate reporting
- Install and upgrade MPS software for clients
- Manage and measure technical calls with a focus on call avoidance and productivity
- Order toners and consumables where required
- Provide software support for solutions such as PaperCut, Tungsten Automation, Printix, and uniFLOW
- Install and configure print drivers
- Compile monthly service and performance reports
- Ensure high levels of customer satisfaction
- Provide first-line support for UCaaS (Unified Communications as a Service)
- Escalate issues to the Technical Support Desk Manager when necessary
Skills, Knowledge & Experience
- Customer service experience essential
- Helpdesk or technical support experience desirable
- Photocopier/MFD engineering experience beneficial but not essential
- Strong IT knowledge with understanding of networking and software installation
- Experience with print management solutions (PaperCut, Tungsten, Printix, uniFLOW) advantageous
- Strong organisational and process-driven mindset
- Excellent communication skills
- Ability to work effectively under pressure
- Strong service delivery capability and customer focus
Core Competencies
- Exceptional customer service
- Effective communication
- Decision making
- Teamwork & collaboration
- Results-driven mindset
- Flexibility and continuous improvement
Functional Competencies
- Taking responsibility and ownership
- Relationship building
- Commitment and engagement
- Working well under pressure
- Analytical thinking
Package
- Up to £32,000
- Mobile Phone & Laptop
- Pension Scheme
- Private Healthcare
- 25 Days Holiday (rising to 28)
How to Apply
Click the link below to submit your CV for consideration.
Technical Helpdesk Support in Hertford employer: Pure Talent Group
Join a dynamic and customer-focused team as a Helpdesk Technical Support Engineer in Hertfordshire, where you will have the opportunity to enhance your technical skills while providing exceptional service to clients. Our supportive work culture prioritises employee growth, offering comprehensive training and development opportunities, alongside competitive benefits such as private healthcare and generous holiday allowances. Experience a rewarding career in a growing organisation that values innovation and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Helpdesk Support in Hertford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pure Talent Group. 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 Pure Talent Group 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 Helpdesk Support in Hertford
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 Pure Talent Group:Your cover letter is your chance to shine! Tell us why you want to work at Pure Talent Group 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 Pure Talent Group!
How to prepare for a job interview at Pure Talent Group
✨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.
