Technical Support Engineer

About the role

We are looking for a Technical Support Engineer to join our Technical Support team. This is a varied role combining technical problem-solving, product knowledge and customer support, with communication and teamwork at the heart of what you do.

You'll be dealing with customers every day, providing technical advice, answering questions, troubleshooting problems and helping them find the right solution. At the same time, you'll work closely with our Sales and Product Management teams and your Technical Support colleagues, providing technical advice, investigating product issues, carrying out testing and helping solve problems across the business.

It's a role for someone who enjoys both technology and working with people. You might spend part of your day helping a customer resolve a technical issue, then move on to testing a product, helping Sales with a customer requirement or working with a Product Manager to investigate a product issue.

What you'll be doing

• Providing technical support to customers and colleagues by phone, email, online chat and face-to-face.
• Building positive relationships with customers and colleagues and providing a professional, helpful and responsive service.
• Listening to customers, understanding their requirements and asking the right questions to identify the underlying technical issue.
• Diagnosing and resolving technical queries, from straightforward product questions through to more complex troubleshooting.
• Explaining technical information and solutions clearly, adapting your communication to the customer's level of technical knowledge.
• Taking ownership of customer queries and following issues through to resolution, including any necessary follow-up with colleagues, suppliers or customers.
• Working closely with Sales to provide technical advice, product information and support with customer requirements.
• Working with Product Management to investigate product issues, provide customer feedback and explore technical solutions and new product opportunities.
• Troubleshooting and testing faulty or incompatible equipment and arranging appropriate repairs, replacements or refunds.
• Testing new and existing products and documenting your findings, results and recommendations.
• Working with suppliers, manufacturers and international Technical Support colleagues to resolve technical and product issues.
• Sharing technical knowledge, troubleshooting experience and best practice with colleagues.
• Supporting and advising other teams across the business on technical matters.
• Providing product and technology training to colleagues and customers where required.
• Checking technical information and documentation for accuracy.
• Supporting customer visits and attending exhibitions when required.

About you

We're looking for someone with a good technical foundation, a genuine interest in technology and excellent communication skills.

You don't need to know everything about IT and AV already, we have a wide range of products and technologies and there will be plenty to learn. What matters is that you have a good understanding of technology, enjoy finding out how things work and have the ability and enthusiasm to develop your knowledge.

You may have gained your technical knowledge through previous work in IT, AV or electronics, through education or qualifications, or through your own interests, for example building PCs, gaming, working with technology or electronics, setting up equipment at home or simply enjoying taking things apart and figuring out how they work.

You'll also need to be someone who enjoys working with people. You'll be speaking to customers and colleagues every day, so being able to listen, ask the right questions, explain technical information clearly and communicate professionally is just as important as your technical knowledge.

You'll have:

• A good working knowledge or understanding of IT and AV technologies, including hardware, connections and how different systems work together.
• An understanding of electronics and cabling, or a strong interest in developing this knowledge.
• Good analytical and troubleshooting skills and a logical approach to solving problems.
• Some experience of working with customers, colleagues or other people in a support or service environment.
• Good verbal and written communication skills.
• The ability to listen carefully, ask effective questions and understand what someone is actually trying to achieve.
• The ability to explain technical information clearly and without unnecessary jargon.
• A genuine interest in technology and a willingness to learn new products, systems and technologies.
• Good organisation skills and the ability to manage a varied workload and follow issues through to completion.
• The ability to work independently while also contributing positively as part of a team.
• Good attention to detail.

We're particularly interested in people who are naturally curious and enjoy problem-solving. You don't need to have all the answers on day one, we're looking for someone with the right foundation, attitude and ability to learn.

It would be great if you also have

• A City & Guilds Level 4 Diploma in Network Engineering or a similar qualification.
• Previous experience working in the IT and/or AV industry.
• Experience of product testing, inspection and documenting test results.
• Knowledge of Lindy products and technologies.

Why Lindy?

This is a great opportunity for someone who enjoys solving technical problems, working with people and continually learning about technology.

You'll work with a wide range of IT, AV and connectivity products and technologies and have a varied role that goes well beyond answering technical queries. You'll be involved in customer problem-solving, product testing, technical investigations and supporting colleagues across the business.

You'll work closely with customers, Sales, Product Management, Technical Support colleagues, suppliers and our international Lindy teams, giving you the opportunity to develop both your technical knowledge and your understanding of the wider business.

If you're someone who likes getting to the bottom of a technical problem, enjoys helping people and can communicate technical information clearly and confidently, we'd like to hear from you.

For further information about the role, please see the attached Job Description.