Trainee technical support engineer

The DMS Digital Group As a dynamic leader in technology solutions, The DMS Digital Group is on a rapid growth trajectory. We specialise in providing cutting-edge services across five divisions: Managed Print and Document Services, Audio Visual Solutions, IT Services, Security and Communications and Managed Services. Our inclusion in multi public sector frameworks sets us apart in the industry, offering our clients and team members unparalleled opportunities. Due to expansion in 2023 and continued growth plans for next year, we are currently recruiting for a Technical Support Engineer. We are looking for a Trainee Technical Support Engineer to work towards providing enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Trainee Technical Support Engineer responsibilities include working towards resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems. Responsibilities (once qualified) 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 Requirements and skills Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role Hands-on experience with Windows/Linux/Mac OS environments Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and troubleshoot basic technical issues Familiarity with remote desktop applications and help desk software (eg. Zendesk) Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal BS degree in Information Technology, Computer Science or relevant field Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus What we offer: A competitive basic salary Opportunities for professional development in a multifaceted technology environment A collaborative, innovative and supportive workplace culture Company vehicle Mobile Phone Job Types: Full-time, Permanent Salary: £18,000.00-£22,000.00 per year Benefits: Company events Employee discount Free parking On-site parking Schedule: Monday to Friday Ability to commute/relocate: Bolton: reliably commute or plan to relocate before starting work (required) Work Location: In person