Technical Support Assistant
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