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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

• Provide advanced technical support to customers via phone, email, and chat, addressing complex hardware and software issues.
• Diagnose, troubleshoot, and resolve technical problems efficiently and effectively.
• Guide customers through step-by-step solutions and product functionalities.
• Escalate unresolved issues to appropriate internal teams (e.g., development, product management) with detailed documentation.
• Document all customer interactions, resolutions, and feedback in the support system.
• Create and maintain technical support knowledge base articles and FAQs.
• Identify trends in customer issues and provide feedback to product development teams for improvement.
• Train and mentor junior support staff on technical aspects and customer service best practices.
• Contribute to the continuous improvement of support processes and tools.
• Proactively identify potential customer issues and provide preventative guidance.
• Stay up-to-date with product updates, new features, and industry best practices.
• Maintain a high level of customer satisfaction through professional and empathetic interactions.
• Participate in team meetings and contribute to a collaborative support environment.

• Proven experience (3+ years) as a Technical Support Specialist, Helpdesk Technician, or in a similar role, with a focus on advanced troubleshooting.
• In-depth knowledge of operating systems (Windows, macOS), common software applications, and hardware troubleshooting.
• 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.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Ability to work independently and manage time effectively in a remote setting.
• Customer-focused attitude with a commitment to providing exceptional service.
• Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified) are a plus.
• Experience in a SaaS environment is highly desirable.
• Bachelor's degree in Information Technology, Computer Science, or a related field is beneficial.

• 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.

• Lead and manage a team of remote technical support engineers, providing guidance, coaching, and performance management.
• Develop and implement technical support policies, procedures, and service level agreements (SLAs).
• Oversee the resolution of complex technical issues, ensuring timely and satisfactory outcomes for customers.
• Monitor support ticket queues and team performance metrics to ensure efficiency and quality of service.
• Identify trends in support requests and provide feedback to product development and engineering teams for product improvement.
• Develop and maintain technical documentation, knowledge bases, and training materials for support staff.
• Implement and manage remote support tools and technologies to enhance team productivity and customer experience.
• Conduct regular team meetings and one-on-one sessions to foster communication and engagement within the remote team.
• Ensure customer satisfaction by maintaining high standards of support and service resolution.
• Collaborate with other departments, including Sales, Engineering, and Operations, to ensure seamless client support.
• Contribute to the strategic planning of the technical support function.

• A minimum of 5 years of experience in technical support, with at least 2 years in a management or team lead role, preferably managing remote teams.
• Strong understanding of IT systems, networks, and software troubleshooting.
• Proven ability to lead, motivate, and develop a remote technical support team.
• Experience with ITIL best practices and service desk management tools (e.g., Zendesk, Jira Service Management).
• Excellent problem-solving, analytical, and critical-thinking skills.
• Exceptional communication, interpersonal, and customer service skills, tailored for remote interactions.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in developing and implementing support processes and documentation.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Proficiency in remote collaboration tools (e.g., Slack, Microsoft Teams, Zoom).

• 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 for hardware, software, and network-related issues across various platforms.
• Diagnose and resolve complex IT incidents, escalating issues to appropriate teams when necessary.
• Manage and maintain IT systems, including servers, workstations, and mobile devices.
• Develop and implement IT support procedures and best practices.
• Lead IT support projects, such as system upgrades, migrations, and new software deployments.
• Create and maintain comprehensive technical documentation and knowledge base articles.
• Train and mentor junior technical support staff, fostering their professional development.
• Monitor system performance and identify potential issues before they impact users.
• Collaborate with other IT teams to ensure effective IT service delivery.
• Participate in on-call rotations to provide 24/7 support as needed.
• Ensure high levels of customer satisfaction through prompt and effective issue resolution.
• Contribute to the continuous improvement of IT support processes and tools.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT technical support or a similar role.
• Strong expertise in troubleshooting Windows and macOS operating systems.
• Proficiency with network protocols (TCP/IP, DNS, DHCP) and network troubleshooting.
• Experience with cloud platforms (e.g., Microsoft 365, AWS, Azure).
• Familiarity with ITIL best practices for incident and problem management.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple tasks and priorities effectively in a remote setting.
• Relevant certifications such as CompTIA A+, Network+, Security+, CCNA, or Microsoft certifications are a plus.
• Experience with remote support tools and technologies.