Helpdesk Engineer at Vardy's Jewelers
Join our team as a Helpdesk Engineer at Vardy's Jewelers in Wrexham. This is a full-time, permanent position offering a salary of £24,000 - £26,000 annually, with working hours from 8:30 AM to 5:00 PM.
Overview
We are seeking a Helpdesk Engineer to support our Operations and Technical Teams by delivering excellent technical service and support to our clients. Your primary responsibilities will include managing first-line support calls, maintaining accurate records in our Company Coordination system, and assisting with higher-level issue resolutions. You will monitor systems, log issues, and provide remote assistance as needed. Strong communication skills and technical proficiency across various hardware and software products are essential. You will also ensure clear communication of technical information to Field and Sales Engineers, supporting our high standards of customer service.
Key Responsibilities
* Respond promptly to Helpdesk calls and provide support.
* Log and update technical issues in our coordination system.
* Escalate level 2 issues to the Field Engineering team.
* Monitor systems and identify potential problems.
* Stay updated with new products, technologies, and industry trends.
* Maintain and update the Technical Information Database and Wiki.
* Ensure effective escalation and resolution of issues.
* Monitor workshop repairs to meet quality standards.
* Provide exceptional customer service and professional communication.
* Maintain a clean and organized work environment.
* Assist with general administrative tasks as required.
Requirements
* Strong understanding of our service ethic, ethos, and technical capabilities.
* Adherence to company policies and procedures.
* Professional appearance and demeanor.
* Willingness to assist outside core responsibilities when needed.
Additional Information
* Seniority Level: Entry level
* Employment Type: Full-time
* Job Function: Information Technology
* Industry: IT System Training and Support
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