1st/2nd Line Support Engineer

Tilo Consulting; Remote; GBP 28,000 - 32,000; Full time

Job summary

A leading software house is seeking a 1st/2nd Line IT Support Engineer to provide exceptional customer support in a 100% remote role. Ideal candidates will have experience with both Windows and Linux operating systems, and knowledge of virtualization technologies. Excellent communication skills are essential as you'll be the first point of contact for customer inquiries. With a focus on problem resolution and maintaining support tickets, this role also includes participation in an on-call rota. Competitive salary offered.

Qualifications

• Experience with Windows and Linux operating systems.
• Familiarity with VMware, Hyper-V, and other virtualization technologies.
• Knowledge of networking fundamentals including DNS and TCP/IP.

Responsibilities

• Act as a first point of contact for customer support cases.
• Manage and progress support cases to resolution.
• Gather diagnostic information and perform technical analysis.
• Resolve intermediate technical issues with available resources.
• Escalate complex cases to higher-level support.
• Maintain accurate case notes in the ticketing system.
• Assist with testing new software releases.
• Participate in out-of-hours on-call support.

Skills

Windows operating systems

Linux operating systems

Virtualisation technologies

Networking fundamentals

Excellent communication skills

Job description

1st/2nd Line IT Support Engineer

Salary - 28,000 - 32,000

Location - UK-wide 100% remote working (must be a UK resident)

An industry leading software house is looking for a 1st/2nd Line Support Engineer to join the team at an exciting time of transfirnation and change.

Below are the responsibilities:

• Acting as a first point of contact for incoming customer support cases and ensuring customers are responded to promptly and professionally
• Managing and progressing support cases, including ownership of issues through to resolution where appropriate
• Gathering diagnostic information and log files and performing initial technical analysis
• Resolving entry-level and intermediate technical issues using documentation, knowledge base articles, and guidance from senior engineers
• Clearly explaining issues and potential solutions to customers in a professional and approachable manner
• Escalating complex or unresolved cases to Level 2 / Level 3 support with well-documented findings
• Maintaining accurate case notes in the support ticketing system
• Assisting with testing of new software releases and pre-release builds
• Participating in the out-of-hours on-call rota for 24x7 support (currently approximately 1 week in 8; full training provided)

Experience required:

• Windows and/or Linux operating systems
• Virtualisation technologies (VMware, Hyper-V, etc.)
• Backup, recovery, or storage concepts
• Networking fundamentals (DNS, TCP/IP, firewalls)
• Working with logs and basic troubleshooting tools

This is a customer facing role so excellent communication skills are required.

Please apply for a confidential chat.