Role: Customer Support Engineer Location: Mansfield Negotiable dept on exp We''re looking for a talented Customer Support Engineer to join our busy support team in Mansfield. You''ll deliver high-quality technical support to a variety of customers. This is an exciting opportunity for someone who enjoys troubleshooting, problem-solving, and helping people get the best out of their technology.Key Responsibilities for the role of Customer Support Engineer: First-line support for all clients Answer incoming calls and emails, accurately recording issues within our ticketing systemPerform basic diagnostics across multiple internal systems, escalating issues internally where required, adhering to defined processes and policies.Manage and maintain tickets across various workflows, taking ownership of issues, providing regular communication to end users, identifying appropriate solutions, and ensuring all tickets are progressed or resolved within agreed SLAsEngage with 3rd parties where applicable to arrange engineer visits.Generate quotes for replacement hardware where applicableSupport with the identification and creation/updating of knowledge articles.Provide feedback for, and contribute to, continuous improvement within the team.The ideal candidate for the role of Customer Support Engineer Excellent customer service skills A keen interest in developing skills within IT/Technical industryGood communication skills, both written and verbalAbility to work on their own, as part of