Technical Support Engineer

As a Technical Support Engineer at SquareClouds, you will be an essential part of our IT support team, providing technical assistance and troubleshooting to ensure seamless IT operations for our clients. Additionally, you will support IT projects by assisting in deployments, migrations, system upgrades, and process improvements. This role is ideal for a motivated individual eager to develop their technical expertise and be willing to contribute to enhancing our Managed IT Services.

Technical Support & Troubleshooting

• Provide second line support for IT related issues via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network related problems.
• Escalate complex technical issues to senior engineers while ensuring timely follow ups.

Client Service & Communication

• Engage with clients to understand their IT concerns and provide effective resolutions.
• Maintain clear, friendly, and professional communication, ensuring a high level of customer satisfaction.
• Document and update issue resolutions, FAQs, and support procedures in the knowledge base.

System Monitoring & Maintenance

• Assist in monitoring IT systems and networks to identify potential issues before they impact operations.
• Perform routine system maintenance, software updates, and basic troubleshooting.
• Support in implementing security best practices and ensuring compliance with company policies.

Service Delivery & Process Improvement

• Collaborate with team to enhance IT support capabilities and service efficiency.
• Assist in tracking key performance indicators (KPIs) for service delivery and contribute to process optimisations.
• Follow ITIL best practices for incident, problem, and change management.

Training & Development

• Stay updated on emerging IT technologies and industry trends.
• Participate in training sessions and certifications to enhance technical knowledge and career growth.

Required Skills & Qualifications

• Technical Knowledge: Good understanding of Windows, macOS (nice to have), networking, and common enterprise applications.
• Problem-Solving: Strong troubleshooting skills with a logical and analytical approach.
• Communication: Excellent verbal and written communication skills for client interactions.
• Teamwork: Ability to work collaboratively in a fast-paced support environment.
• Certifications: CompTIA A+, Microsoft 365 Certified, or working towards obtaining this, or an equivalent certification.
• Project Coordination: Ability to assist in IT projects, including documentation and task tracking.
• Experience: 3+ years IT experience
• Must hold a full driving license

If you don't have the required skills or experience but can demonstrate the desire to learn, you have motivation and drive, then we still want to hear from you! 

Benefits

• Performance Based Bonuses
• Access to the Latest Technologies
• Professional Development
• 25 Days Holiday
• Paid Sick Leave 
• Pension Contribution
• Competitive Salary
• Part of a fun and positive working environment

For an informal discussion about the role, please contact Chris Prevel on 07781406131 or [email protected].