Technical Support Engineer – Cramlington Role Overview An exciting opportunity has arisen for a Technical Support Engineer to join a dynamic and growing team in Cramlington. This role is ideal for a self-driven and highly motivated individual with a passion for troubleshooting, digital technology, and providing exceptional customer support. You will be responsible for offering technical assistance on a range of digital assisted living and connected care solutions, ensuring that customers receive prompt and effective support. Key Responsibilities Provide technical support to customers, responding to enquiries and resolving issues efficiently. Offer expert advice and guidance on digital and connected care solutions to both new and existing clients. Ensure all customer queries are handled within service level agreements (SLAs). Assist Field Engineers and external partners with troubleshooting and problem-solving. Diagnose and resolve technical faults, escalating complex issues where necessary. Maintain accurate records of technical queries for quality assurance and reporting. Work collaboratively within the Technical Support Team to meet departmental objectives. Key Skills & Experience Previous experience in a technical support role is essential. Strong customer service skills, with a professional telephone manner, confidence, and patience. Excellent written and verbal communication skills. Ability to work effectively under pressure, responding to critical situations promptly. Strong interpersonal skills, capable of engaging with customers, team members, and partners at all levels. Technical proficiency, particularly in IP networking and the ability to quickly learn new systems and technologies. Desirable knowledge of Warden Call, Nurse Call, TECs, and Door Access Control systems. Experience supporting digital technology, IoT solutions, and SIP/VoIP communications is advantageous. Proficient in Microsoft 365, Teams, and Salesforce. Strong organisational skills, with the ability to manage multiple tasks simultaneously. A team player with a proactive and adaptable approach in a fast-paced environment. Working Hours Full-time, 37.5 hours per week Monday – Friday, 09:00 – 17:00 Salary & Benefits Competitive salary 25 days holiday plus Public Bank Holidays Group personal pension plan (up to 5% employer contribution) Employee Assistance Programme Life Assurance Cover Healthcare cash plan Option to purchase up to 3 additional holiday days Enhanced Maternity & Paternity scheme ADZN1_UKTJ