Support Engineer - Fire Alarms

Description
We are currently seeking an experienced 1st Line Technical Support Advisor to join an extremely reputable, family-run SME based in Hereford. As a 1st Line Technical Support Advisor, your primary responsibility is to provide prompt and efficient technical support to customers or end-users. You will be the first point of contact for customers and Engineers seeking assistance with technical issues or inquiries, and you will play a crucial role in ensuring customer satisfaction and problem resolution.
Key Duties and Responsibilities...
Providing 1st line technical support for the existing products, respond to customer and Engineers inquiries, troubleshoot technical issues, and provide appropriate solutions in a timely manner
Use diagnostic tools and knowledge bases to guide customers through step-by-step resolutions
Maintain accurate and detailed documentation of customer interactions
Ensure adherence to service level agreements (SLAs) by mainta...