Helpdesk Engineer

Job Title: Helpdesk Engineer

Location: Wrexham

Salary: £24,000 - £26,000 annually

Hours: 40 hours/week, 8:30 AM - 5:00 PM

Job Type: Permanent

Overview

We are seeking a Helpdesk Engineer to support our Operations and Technical Teams in delivering top-notch technical service and support to our clients, both new and existing. The primary responsibility of this role is to manage first-line support calls, enter and maintain accurate records in our Company Coordination system, and assist with level 2 and higher issue resolutions. Additionally, you will be monitoring systems, logging issues, and providing remote assistance as needed. Strong communication skills and technical proficiency in a wide variety of hardware and software products are essential. You will also be responsible for ensuring that technical information is clearly communicated to Field and Sales Engineers, supporting the maintenance of the company's high standards for customer service.

Key Responsibilities

1. Responding promptly to Helpdesk calls and providing support as needed.
2. Logging and updating technical issues within the designated coordination system.
3. Communicating and escalating level 2 issues to the Field Engineering team.
4. Monitoring systems through our monitoring service and identifying potential problems.
5. Keeping up-to-date with new products, technologies, and industry requirements.
6. Maintaining and updating the Technical Information Database and Wiki systems.
7. Ensuring effective escalation of issues, following the technical roadmap for problem resolution.
8. Monitoring repairs completed in the workshop to meet the required criteria.
9. Delivering exceptional customer service and maintaining professional communication at all times.
10. Maintaining a clean, safe, and well-organized working environment.
11. Assisting with general administrative tasks as required.

Requirements

1. A strong understanding of the company's service ethic, ethos, and technical capabilities.
2. Adherence to company policies and procedures at all times.
3. A professional appearance and demeanor are essential for representing the company.
4. Willingness to assist in areas outside of your core responsibilities when required.

How To Apply

If you have any questions or would like to apply for the role, please contact us at 01978 291565 or send your CV to [email address].