Customer-Focused Tech Support Engineer (Hybrid, London)

SGI

Greater London

Hybrid

GBP 36,000 - 44,000

Full time

6 days ago

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Job summary

SGI is seeking a Technical Support Engineer in London to provide high-quality technical assistance across software, hardware, and user environments. You will support end users, manage and resolve support tickets, and contribute to structured onsite deployments by following defined plans and reporting progress to the Project Team.

This role suits someone who is methodical, customer-focused, and confident working across Windows and macOS.

Qualifications

Experience in technical support, service desk, or IT support.
Strong communication skills to explain technical issues to non-technical users.
Excellent attention to detail for documentation and configuration tasks.
Ability to follow defined processes and work as part of a project team.

Responsibilities

Manage support requests through ticketing systems, ensuring proper categorisation and timely resolution.
Maintain accurate records of cases, assets, configurations, and outcomes.
Configure applications, including setup, permissions, profiles, and basic troubleshooting.
Troubleshoot hardware, software, and peripherals (printers, scanners, docking stations, headsets).
Support users across Windows and macOS environments, including account and device support.
Assist with onsite installations following defined plans and report status, risks, and issues.
Deliver training sessions remotely and onsite tailored to user needs and technical ability.
Perform basic network checks (TCP/IP, DNS, VPNs) to identify connectivity issues.