Graduate / Placement Technical Support Engineer

OptionsitCambridgeFull Time

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Job description

About the role

Optionsit is seeking a motivated and detail-oriented Graduate / Placement Technical Support Engineer to join our dynamic team in Cambridge, Cambridgeshire. This role is ideal for recent graduates or students looking to gain practical experience in a fast-paced technical environment. As a Technical Support Engineer, you will play a crucial role in assisting our clients with their technical inquiries and ensuring that they receive top-notch support for our products and services. You will have the opportunity to work closely with experienced engineers, enhancing your skills and knowledge in the field of technical support.

Key facts

Location: Cambridge

Engagement: Full-time, graduate placement

What you'll do

Provide first-line technical support to clients, addressing inquiries via email, phone, and chat in a timely and professional manner.
Troubleshoot and resolve technical issues related to our software and hardware products, ensuring minimal disruption to client operations.
Collaborate with senior engineers to escalate complex issues and contribute to the development of solutions.
Document all support interactions and maintain accurate records of client issues and resolutions in our ticketing system.
Assist in the creation and maintenance of technical documentation, including user guides and FAQs, to enhance the client experience.
Participate in training sessions to stay updated on product features and enhancements, ensuring you can provide the best support possible.
Engage with clients to gather feedback on our products and services, relaying insights to the development team for continuous improvement.
Support the onboarding process for new clients, ensuring they have the necessary resources and knowledge to our products effectively.
Contribute to team meetings and discussions, sharing your ideas and insights to improve the support process and client satisfaction.
Work on special projects as assigned, which may include software testing, product demonstrations, or process improvements.
Develop a strong understanding of our product offerings and the technical landscape in which we operate, positioning yourself as a knowledgeable resource for clients.
Foster positive relationships with clients, ensuring they feel valued and supported throughout their experience with Optionsit.

Requirements

A degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
Strong problem-solving skills and the ability to troubleshoot technical issues effectively.
Excellent communication skills, both verbal and written, with a focus on providing clear and concise information to clients.
Familiarity with customer support tools and ticketing systems is a plus.
Basic understanding of networking concepts, operating systems, and software applications.
Ability to work independently as well as part of a team, demonstrating a proactive approach to tasks.
A passion for technology and a desire to learn and grow within the technical support field.
Strong organizational skills and attention to detail, ensuring accurate documentation and follow-up on client issues.
Willingness to work flexible hours, including occasional evenings or weekends, to accommodate client needs.

Nice to have

Experience with programming languages such as Python, Java, or C++ is advantageous.
Knowledge of cloud computing platforms and services, such as AWS or Azure.
Familiarity with database management systems and SQL.
Previous experience in a customer-facing role, particularly in a technical support capacity.
Understanding of ITIL or other service management frameworks.

Skills & tools

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other productivity tools.
Experience with remote desktop support tools and software troubleshooting techniques.
Knowledge of ticketing systems such as Jira, Zendesk, or similar platforms.
Familiarity with version control systems like Git is a plus.
Basic understanding of cybersecurity principles and practices.

Practical notes

This position is based in Cambridge, Cambridgeshire, and may require occasional travel to client sites.
The salary for this role is competitive and commensurate with experience.
Optionsit is committed to fostering a diverse and inclusive workplace. We encourage applications from individuals of all backgrounds and experiences.
Candidates must have the right to work in the UK; visa sponsorship is not available for this position.