Job Description

Job Summary

The Technical Helpdesk Administrator is a key part of the support team, providing first-line technical assistance to engineers, customers, and internal departments. This role involves managing technical enquiries, troubleshooting product issues (such as generators and associated equipment), coordinating with field service engineers, and ensuring timely resolution of customer problems. The role requires strong technical understanding, excellent communication skills, and a proactive approach to customer service.

Key Responsibilities:

Handling incoming technical enquiries from customers, service engineers, and internal teams, providing first-line support and advice. Troubleshooting and diagnosing product issues, escalating where necessary to specialist teams or suppliers. Coordinating and scheduling service interventions, ensuring engineers are fully briefed and supported with the correct information. Maintaining accurate records of all technical enquiries, solutions provided, and follow-up actions within the Helpdesk system. Assisting in warranty claims processing, liaising with suppliers and manufacturers where required. Supporting the Sales, Service, and Operations teams with technical information to aid customer solutions. Assisting customers with product selection advice, configuration queries, and operational guidance for equipment such as generators and related products. Monitoring open technical cases, ensuring prompt resolution and proactive updates to customers and stakeholders. Working closely with the Parts and Service teams to ensure parts availability and effective repair planning. Providing feedback to the wider business on recurring technical issues, contributing to continuous improvement initiatives. Assisting with the preparation and updating of technical manuals, guides, and FAQs. Supporting internal training by sharing knowledge and technical updates with engineers and sales teams. Assisting with other administrative and technical support duties as required by the management team.

Skills & Attributes Required:

Strong technical knowledge, ideally with experience in generators, electrical systems, or mechanical equipment. Excellent problem-solving and diagnostic skills. Clear and professional communication skills, both verbal and written. High attention to detail and a methodical approach to troubleshooting. Ability to manage multiple enquiries and prioritize tasks effectively. Strong customer service orientation with a proactive attitude. Experience with CRM or Helpdesk software is desirable. Ability to work collaboratively with cross-functional teams and external suppliers.
Job Type: Full-time

Pay: 35,000.00-42,000.00 per year

Benefits:

Company pension Free parking On-site parking Sick pay
Schedule:

Monday to Friday
Work Location: In person

Expected start date: 01/07/2025