Technical Support Assistant
Telford, (on site)
08:00 to 17:00
Circa £28,000 plus benefits
Objective
To provide comprehensive technical support to customers network across all stages of the sales cycle, from pre-sales engagement to post sales technical support.
Duties
* Collaborate closely with the Sales colleagues to proactively support products and projects, anticipating potential issues and escalating them to management
* Take full ownership of technical issues, including their management, resolution and escalation.
* Accurately document and track all technical issues using central systems (Salesforce/FTIE/ETO), ensuring timely updates and resolution tracking.
* Maintain clear, professional and effective communication with both internal stakeholders and external customers.
* Provide technical support to the sales team, including solution recommendations, proposal development, customer presentations and other technical communications as suitable.
* Identify and report critical third-party solution vendors during technical engagements, sharing relevant information with the EMEA solutions team.
* Lead and manage customization projects through POC completion before transitioning ownership to the sales team.
* Ensure effective technical handovers between team members when required, enabling continuity and consistency.
* Manage and maintain the UK demo system and stock, ensuring timely fulfilment of demo requests.
* Provide on-site technical support for customers & partner activities, as needed.
* Work collaboratively with the Service teams to resolve technical project issues promptly and efficiently.
To be considered you MUST:
* Have at least 5 years technical support experience as well as hands-on experience in computer diagnostics and hardware repair
* Understand PC architecture
* Have advanced expertise in Windows-based systems, endpoint networking and security
* Possess excellent verbal and written communication skills
* Be highly organised
* Have a full clean driving licence