Associate Technical Support Engineer
$40,000–$45,000 year
On-siteLondon, England, United Kingdom
Job Summary
Respond to customer inquiries and troubleshoot technical issues via phone or email, analyzing symptoms to diagnose root causes and implement solutions using best practices. Escalate complex technical issues to higher-level support or development teams as needed, documenting all interactions and solutions in a ticketing system. Contribute to the refinement of knowledge base articles, FAQs, and user guides to enhance self-help resources, while identifying trends in customer issues to suggest proactive improvements. Provide customers with relevant Knowledge Base links and maintain a customer-centric approach throughout the resolution process.
Required Qualifications
- Experience in a customer focused role
- Experience of working in a fast-paced environment
- Good communication skills both over the phone and via e-mail
- Self-motivation
- Team player skills
- Excellent verbal and written communication skills
- Detail oriented
- Enjoyment of the challenge of technical troubleshooting
- Strong problem-solving and analytical abilities
- Customer-centric approach
- Empathy and patience
- Strong teamwork and collaboration skills
- Strong time management and organizational skills
- Positive and professional attitude
- Adaptability and flexibility
- Continuous learning mindset
- Strong interpersonal skills
- Proactive approach to problem-solving
Desired Qualifications
- Experience with administration and support of Active Directory
- Experience with administration and support of Azure
- Experience with administration and support of Google Directory
- An understanding of internet fundamentals
- An understanding of network routing
- An understanding of e-mail delivery
- IT industry experience
- Any experience working with Customers
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