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