Job Title:
Trainee Technical Support Engineer
Location:
Halesowen, West Midlands - On-site
Reports to:
Technical Support Manager
Salary:
Competitive
Job Purpose
As a Trainee Technical Support Engineer, you will gain hands-on experience in diagnosing, troubleshooting, and resolving technical issues for our customers and internal teams. This is an entry-level role designed to provide you with the training, mentoring, and practical skills required to progress into a full Technical Support Engineer position within the electronic security industry.
Key Responsibilities
* Customer Support
* Provide technical support to customers both internal and external through a range of communication channels
* Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools
* Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations.
* Technical Troubleshooting
* Learn to use diagnostic tools and remote access software to investigate faults.
* Assist in testing and configuring systems, applications, and equipment.
* Support the roll out of upgrades or new systems or applications
* Documentation & Knowledge Sharing
* Maintain accurate records of issues, resolutions, and system changes.
* Contribute to the internal knowledge base by documenting common fixes.
* Continuous Learning
* Participate in structured product and technical training sessions and shadowing opportunities.
* Keep up to date with product updates, industry trends, and best practices.
Skills & Competencies
* Essential:
* Basic understanding of IT systems, networking, or software applications.
* Strong problem-solving and analytical skills.
* Good communication skills, both written and verbal.
* Willingness to learn and adapt to new technologies.
* Desirable:
* Familiarity with Windows and/or Linux operating systems.
* Knowledge of basic networking concepts (IP addresses, DNS, firewalls).
* Previous customer service experience.
Qualifications
* GCSEs (Grade 4/C or above) in English and Maths (or equivalent) – Required
* IT-related qualification (e.g., BTEC, NVQ, CompTIA A+) – Desirable but not essential
Training & Development
* Structured onboarding plan with dedicated mentor support
* On-the-job training in troubleshooting, customer support, and product knowledge
Working Hours:
Monday to Friday, 9:00 am – 5:00 pm (with potential overtime in the future)