TECHNICAL SUPPORT ENGINEER: Gem Cable Solutions Ltd
An opportunity has arisen for a talented, enthusiastic individual to join a successful and dynamic organisation. This role will suit an individual who has a passion to deliver consistent and exceptional service and who wishes to develop their career. Gem Cable Solutions Ltd offers a rewarding career for the right individual. The successful candidate will have a can do attitude and be able to work as part of a team. Please visit the website for further information about this role.
Position: Technical Support Engineer
Location: St Albans
Hours: Full Time
Salary Guide: £25,000 – £40,000
Last Updated: 26 May 2025
Job Category: IT & Telecoms
Technical Support Engineer Role:
Taking ownership of customer issues reported and seeing problems through to resolution. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Other Duties:
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
