Technical Support Engineer (ID: VIyGhYtw)

Advoco Solutions is a leading Managed Service Provider, CRM and Software Development company, and we are currently seeking a skilled Technical Support Engineer to join our dedicated team.

On top of a competitive salary, our standard 22-day holiday (which goes up the longer you're with us), and a matched pension scheme, we'll work with you to progress your career development plan and provide opportunities to accelerate your goals.

The ideal candidate will provide enterprise-level technical assistance and support to our customers, ensuring the smooth operation of computer systems, software, and hardware. This role will be a full-time position based in our Silchester office with the ability to progress to working off-site at customer locations throughout the UK.

You'll have strong analytical and problem-solving skills, be passionate about how we can make our customer's businesses better, through solving business critical problems, you'll have a technical background, be a creative thinker and be solution-focused.

Day-to-day Duties will include:

• Offer technical support to customers via phone, email, or in person
• Troubleshoot and resolve issues related to operating systems, software applications, and hardware components, including but not limited to (desktops, laptops, servers, monitors, printers, routers, phones, firewalls, access points).
• Evaluate and log incidents and service requests in the service desk ticketing system and manage queues/workflows.
• Assist with setting up and configuring computer systems.
• Conduct software troubleshooting and recommend solutions.
• Communicate effectively with customers to understand and address their technical concerns.
• Build a knowledge base in the ticketing system or other approved systems.
• Assisting other team members including communicating company strategies, team goals, project deadlines, identifying training needs and skill management.
• Create and maintain documentation and records of customer interactions for support solutions and processes.
• Collaborate with the IT support team to escalate complex issues.

Experience/Qualification:

The successful candidate should possess:

• 2+ years of proven experience in a customer-facing technical support role or similar.
• Excellent verbal and written communication and soft skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email.
• Proficiency in Windows operating systems, and computer networking essentials, MacOS is beneficial but not a requirement
• Familiarity with software troubleshooting techniques and help desk procedures
• Certifications or a technical qualification in IT.
• Strong understanding of Microsoft 365 and various aspects, including but not limited to Entra, Teams, Sharepoint and Exchange.
• Familiarity with remote desktop tools and help desk software, such as Central and Rescue, or similar.
• Ability to write reports and technical documents.
• Good knowledge of Sophos and/or Ubiquiti would be beneficial.
• Exceptional attention to detail.
• Must have the resilience and ability to work under pressure.
• Must have the ability to work alone, and as a member of the team.

Schedule:

9 am to 5:30 pm (some flexibility may be required)
Monday to Friday (some weekend work may be required)

Licence/Certification:

Must be a UK resident within 25 miles of our offices and have a valid full UK driving licence and own transport.

Benefits:

• Bereavement leave
• Matched company pension
• Free on-site parking
• Monthly lunch club
• Onsite pool & football table
• Sick pay
• Company laptop

Application question(s):

Where are you located?
What is your current salary?

Experience:

IT support: 2 years (required)

Work Location: In person