Razoom IT has over 25 years of experience providing IT solutions in the B2B sphere, with specialist automotive retail knowledge as well as expertise in a host of other sectors.

Overview / To have the ability to:

* Take ownership of customer issues reported and see problems through to resolution

* Research, diagnose, troubleshoot and identify solutions to resolve system issues

* Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Job Description

We are looking for a Technical Support Engineer to provide enterprise-level customer assistance. This person needs to be able to diagnose and troubleshoot software and hardware problems and help our customers with any IT-related issues.

Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote support tools, to provide immediate support where needed.
Familiarity with offering support using email, phone, and chat applications is essential. Producing clear, written instructions and technical manuals is also a requirement. Making customer site visits will also be an important part of the role.

If you are someone who enjoys assisting people with IT issues and can simplify technical details and communicate effectively, then we'd like to meet you.

We are looking for a trustworthy person, whom people can rely upon to provide timely and accurate solutions to their technical problems.

Responsibilities

* Research and identify solutions to software and hardware issues

* Diagnose and troubleshoot technical issues, including account setup and network configuration

* Ask customers targeted questions to quickly understand the root of the problem

* Track computer system issues through to resolution, within agreed time limits

* Talk clients through a series of actions, either via phone or email, until they've solved a technical issue

* Properly escalate unresolved issues to appropriate internal teams

* Provide prompt and accurate feedback to customers

* Refer to internal or external resources to provide accurate tech solutions

* Ensure all issues are properly logged

* Prioritize and manage several open issues at one time

* Prepare accurate and timely reports

* Document technical knowledge in the form of notes and manuals

* Maintain effective/positive relationships with clients

Requirements

Essential

* Hands-on experience with Windows environments

* Good understanding of computer systems, mobile devices and other tech products

* Ability to diagnose and troubleshoot basic technical issues

* Excellent problem-solving and communication skills

* Ability to provide step-by-step technical help, both written and verbal

* A passion for technology

* Familiarity with remote desktop applications and help desk software

* Full, clean UK Driving licence - REQUIRED

Desirable

* Basic understanding of DNS, DHCP and IP.

* BS degree in Information Technology, Computer Science or a relevant field

* Certification in Microsoft, or similar technologies is a plus