What Jobs are available for IT Support Engineer in Birmingham?

Major Recruitment Oldbury are delighted to be recruiting for our locally based Halesowen client who are seeking a Trainee Technical Support Engineer to work on site at their Halesowen site. This is a very rare opportunity for a candidate looking to break in to the IT industry as no experience is necessary. Hours of work are Monday to Friday 9am to 5pm. The role will suit either a school or college leaver that has an interest in a career in IT. You will have either GCSEs (Grade 4/C or above) in English and Maths (or equivalent) or an IT-related qualification (e.g., BTEC, NVQ, CompTIA A+) this is desirable but not essential. You will have a structured on boarding plan with dedicated mentor support and on-the-job training in troubleshooting, customer support, and product knowledge.

Duties and tasks will include:

• Customer Support
• Provide technical support to customers both internal and external through a range of communication channels
• Establish and diagnose ICT problems/faults using the required troubleshooting methodology and tools
• Communicate with all levels of stakeholders, talking them through steps to take to resolve issues or set up systems, keeping them informed of progress and managing escalation and expectations.
• Technical Troubleshooting
• Learn to use diagnostic tools and remote access software to investigate faults.
• Assist in testing and configuring systems, applications, and equipment.
• Support the roll out of upgrades or new systems or applications
• Documentation & Knowledge Sharing
• Maintain accurate records of issues, resolutions, and system changes.
• Contribute to the internal knowledge base by documenting common fixes.
• Continuous Learning
• Participate in structured product and technical training sessions and shadowing opportunities. Keep up to date with product updates, industry trends, and best practices

INDL

• Providing advanced technical support for complex software issues via remote channels (email, phone, video conferencing).
• Diagnosing, troubleshooting, and resolving client-reported software defects and performance issues.
• Developing and maintaining technical documentation, knowledge base articles, and FAQs.
• Escalating unresolved issues to the appropriate internal teams (development, QA) with detailed problem descriptions.
• Collaborating with product management and development to identify product improvements and bug fixes.
• Mentoring junior support engineers and sharing technical expertise.
• Conducting remote training sessions for clients on product features and best practices.
• Monitoring system performance and identifying potential issues proactively.
• Ensuring client satisfaction through timely and effective issue resolution.
• Contributing to the development and implementation of support policies and procedures.

• Provide high-level technical support to customers via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Escalate unresolved issues to appropriate internal teams or vendors, ensuring timely resolution.
• Document all support interactions, resolutions, and knowledge base articles accurately.
• Mentor and guide junior support staff, sharing technical expertise and best practices.
• Identify recurring technical issues and propose solutions or product improvements.
• Contribute to the development and maintenance of support tools and documentation.
• Proactively monitor system performance and identify potential issues before they impact customers.
• Provide training and guidance to customers on product usage and troubleshooting techniques.
• Maintain a high level of customer satisfaction through efficient and effective support delivery.

• Minimum of 4 years of experience in a technical support or helpdesk role, with a focus on advanced issue resolution.
• In-depth knowledge of operating systems (Windows, macOS, Linux), common software applications, and hardware components.
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP) and troubleshooting.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent analytical and problem-solving skills, with a methodical approach to troubleshooting.
• Strong customer service orientation and a patient, empathetic demeanor.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with scripting (e.g., PowerShell, Bash) is a plus.
• Relevant IT certifications such as CompTIA A+, Network+, or Microsoft certifications are beneficial.
• Ability to work effectively in a hybrid work environment and collaborate with team members.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent work experience.

• Provide advanced technical support to customers via phone, email, and ticketing systems, resolving complex hardware and software issues.
• Diagnose, troubleshoot, and identify solutions to resolve customer issues efficiently and effectively.
• Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed documentation.
• Develop and maintain a comprehensive knowledge base of product information, troubleshooting guides, and FAQs.
• Train and mentor junior support staff, sharing expertise and best practices.
• Contribute to the improvement of support processes and tools to enhance efficiency and customer experience.
• Identify recurring technical issues and provide feedback to product development teams for long-term solutions.
• Manage customer expectations and provide timely updates on issue resolution progress.
• Participate in product testing and provide input on usability and potential issues.
• Ensure adherence to service level agreements (SLAs) and maintain high standards of customer service.
• Stay up-to-date with product updates, new features, and industry best practices in technical support.

• Proven experience as a Technical Support Engineer or in a similar IT support role, with a strong emphasis on advanced troubleshooting.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience supporting (specific technologies relevant to the client, e.g., SaaS platforms, proprietary software, hardware).
• Excellent analytical and problem-solving skills with a methodical approach to issue resolution.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work effectively in a hybrid team environment, balancing remote and in-office responsibilities.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Certifications such as CompTIA A+, Network+, or relevant vendor certifications are a plus.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and remote support tools.
• Diagnose, troubleshoot, and resolve complex software and hardware issues related to our product suite.
• Document technical issues, solutions, and workarounds in our knowledge base.
• Escalate unresolved issues to the appropriate engineering or development teams, ensuring clear communication and follow-up.
• Assist in the creation and maintenance of technical documentation, FAQs, and user guides.
• Train and mentor junior support staff on technical procedures and best practices.
• Identify recurring issues and provide feedback to the product development team for potential improvements.
• Manage customer expectations and maintain a high level of customer satisfaction throughout the support process.
• Collaborate with sales and account management teams to ensure a seamless customer experience.
• Participate in on-call rotation for urgent customer support needs.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• A minimum of 4 years of experience in technical support or a similar customer-facing IT role.
• Proficiency in diagnosing and troubleshooting operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Strong understanding of IT infrastructure, including servers, databases, and cloud environments.
• Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to users of varying technical backgrounds.
• Ability to work effectively in a hybrid work model, demonstrating self-discipline and excellent time management.
• Experience in a customer service-oriented environment is essential.

• Provide Tier 2/3 technical support to customers via remote channels (phone, email, chat, video conferencing), resolving complex hardware and software issues.
• Diagnose, troubleshoot, and repair technical problems, identifying root causes and implementing effective solutions.
• Document all support interactions, resolutions, and knowledge base articles accurately and thoroughly.
• Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed problem descriptions and diagnostic information.
• Collaborate with product management and engineering teams to provide feedback on product issues and feature requests.
• Develop and maintain technical documentation, user guides, and FAQs to empower customers and internal support staff.
• Train and mentor junior support engineers, sharing best practices and technical expertise.
• Monitor system performance and identify potential issues before they impact customers.
• Participate in on-call rotations to provide 24/7 support coverage as needed.
• Contribute to the continuous improvement of support processes and tools.
• Proactively identify trends in support issues and recommend preventive measures.

• Proven experience (typically 5+ years) in a technical support or helpdesk role, with a focus on complex problem-solving.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Excellent diagnostic and troubleshooting skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
• Customer-focused mindset with a passion for resolving issues and ensuring customer satisfaction.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a strong asset.
• Experience in scripting or basic programming is advantageous.

• Provide advanced technical support to customers via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network issues.
• Escalate unresolved issues to appropriate internal teams (e.g., development, QA).
• Document troubleshooting steps, resolutions, and technical information in the knowledge base.
• Create and update technical support documentation, FAQs, and user guides.
• Monitor system performance and identify potential problems.
• Assist in the training and mentoring of junior support staff.
• Collaborate with product development teams to report bugs and suggest feature enhancements.
• Maintain a high level of customer satisfaction through timely and effective support.
• Participate in on-call rotation as needed.

• Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or a similar IT role.
• Strong troubleshooting skills and experience with operating systems (Windows, macOS, Linux).
• Proficiency in network troubleshooting (TCP/IP, DNS, DHCP).
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Excellent problem-solving abilities and attention to detail.
• Exceptional customer service and communication skills, both written and verbal.
• Ability to work independently and manage time effectively in a remote environment.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Familiarity with cloud platforms (AWS, Azure, GCP) is desirable.

• Provide expert-level technical support for a wide range of hardware, software, and network issues.
• Diagnose and resolve escalated technical problems reported by Tier 1 support or end-users.
• Manage and maintain IT systems, including servers, workstations, and network devices.
• Install, configure, and upgrade hardware and software components.
• Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.
• Collaborate with other IT teams to implement system enhancements and resolve complex issues.
• Perform routine system checks and preventative maintenance.
• Respond to support tickets and service requests within defined SLAs.
• Train junior support staff and end-users on IT best practices and system usage.
• Contribute to IT projects and initiatives as required.
• Ensure the security and integrity of the company's IT systems.

• Proven experience in a Technical Support role, preferably at Tier 2 or above.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with server administration (e.g., Active Directory, Office 365).
• Proficiency in troubleshooting hardware and software issues.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus.
• Ability to work independently and as part of a team.
• Experience with ticketing systems (e.g., ServiceNow, Jira) is desirable.

• Provide advanced technical support for the company's software products via phone, email, chat, and remote access tools.
• Troubleshoot, diagnose, and resolve complex technical issues related to software installation, configuration, performance, and integration.
• Escalate and collaborate with Tier 3 support, development, and engineering teams on challenging or critical customer issues.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Proactively identify recurring technical problems and work with product management to implement long-term solutions.
• Mentor and guide junior support engineers, sharing expertise and fostering professional development.
• Manage customer relationships effectively, ensuring timely and satisfactory resolution of issues.
• Participate in on-call rotation for critical support situations.
• Contribute to the analysis of support trends and provide feedback for product improvement.
• Assist in the development and delivery of technical training to customers and internal staff.
• Ensure adherence to service level agreements (SLAs) and internal quality standards.
• Stay current with product updates, new releases, and relevant industry technologies.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5-7 years of experience in a technical support or system administration role, preferably supporting enterprise-level software.
• Deep understanding of operating systems (Windows Server, Linux), networking protocols (TCP/IP, DNS, HTTP), and database technologies (SQL).
• Proven ability to troubleshoot complex software and hardware issues.
• Experience with scripting languages (e.g., PowerShell, Python) is a strong advantage.
• Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
• Outstanding communication, interpersonal, and customer service skills.
• Ability to work independently, manage time effectively, and prioritise tasks in a fast-paced remote environment.
• Experience with cloud platforms (AWS, Azure) is a plus.
• Strong desire to learn and adapt to new technologies.