Job Overview
We are seeking a dedicated and skilled Customer Engineer to join our team. The ideal candidate will possess a strong background in IT support and technical troubleshooting, with a focus on delivering exceptional customer service. This role involves providing technical assistance to clients, resolving issues related to computer hardware and software, and ensuring seamless operation of IT systems.
Duties
* Day-to-day
Install, set up, optimise, and carry out simple repairs (e.g., restart devices, change user settings) for business hardware such as hubs or routers.
Support self-install products/services that require basic engineering assistance for setup or troubleshooting (simple remedy, not deep technical reconfiguration).
Adjust system settings that are also accessible to the customer (e.g., inbuilt advanced system settings), without technical configuration.
Access configuration files or 'config' stores to apply supplied settings (e.g., copy and paste into a router).
Typically handle shorter duration tasks (usually under half a day).
Conduct repair visits likely to involve component swap-outs, either after remote diagnostics or basic on-site testing—not full system rebuilds.
Complete basic cabling work such as running extension sockets, patch cables, socket installations, or simple block wiring.
May work as a second engineer under the direction of a more senior technician.
Set up customer apps and services on their devices — while these may be self-service, the customer might prefer engineer support.
Deliver brief tutorials on the services installed to ensure the customer gets the best experience.
Listen to any service issues and either resolve them directly (if within scope) or escalate appropriately to the right support teams.
Deskside support, including:
Hardware break-fix support and occasional planned/scheduled rollouts, migrations, or setups for user equipment such as laptops, PCs, and printers.
Installing pre-defined software images onto computers in cases of system failure.
Installing or reinstalling applications per standard procedures.
Performing diagnostics using available tools and collaborating with internal or external support parties where needed.
Managing hardware repairs through customer-defined warranty processes.
Providing alternative solutions, such as hardware swaps, to minimise downtime.
Performing IMaC (Install, Move, Add, Change) activities as per the customer contract.
Coordinating with service desks and third parties for hardware or software issues.
Conducting customer-requested data recovery within defined service boundaries.
Skills & Experience Required:
Excellent customer service skills with experience supporting business clients.
Strong empathy and listening abilities for effective customer interaction.
Previous experience with logical problem-solving.
Interest in technical solutions, with any level of prior engineering experience being desirable.
Job Type: Full-time
Pay: £30,458.00 per year
Work Location: In person