Customer Support Engineer

Spectrum IT Recruitment; England; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A leading customer experience technology firm is seeking a Customer Support Engineer to join their team in Bedford. This hybrid role offers up to £28,000 per annum plus benefits. You will be the first line of support for customer incidents and troubleshoot technical issues while collaborating with internal teams. Ideal candidates should have strong technical troubleshooting skills and reside in the UK for over 3 years.

Benefits

Strong career development

Occasional overtime for planned updates

Qualifications

• Strong technical troubleshooting experience especially within application support or similar roles.
• Continuous residency in the UK for 3 or more years.

Responsibilities

• Act as the first line of support for customer incidents, problems, and service requests.
• Diagnose and troubleshoot technical issues, working across customer environments.
• Collaborate with internal resolver teams and escalate where needed to meet SLAs and KPIs.
• Provide an exceptional support experience via email, phone, and remote sessions.
• Maintain accurate records in the service management system.

Skills

Technical troubleshooting experience

Supporting unified communications

Windows Server administration

Telephony troubleshooting

Networks and endpoint diagnostics

Job description

Overview

Bedford 1-2 days a week on site (hybrid)

Our client is looking for a Customer Support Engineer, this is a fantastic opportunity for someone passionate about solving technical challenges and delivering outstanding customer service.

Our client is a market leader in customer experience technology and this role offers strong career development, predominately remote working with 1 or 2 days in the office and the chance to work with some of the most innovative tools in the industry.

Customer Support Engineer

Up to £28,000 per annum + benefits

The Role

• Act as the first line of support for customer incidents, problems, and service requests.
• Diagnose and troubleshoot technical issues, working across customer environments.
• Collaborate with internal resolver teams and escalate where needed to meet SLAs and KPIs.
• Provide an exceptional support experience via email, phone, and remote sessions.
• Mentor customers and help them better understand and manage their own systems.
• Deploy hotfixes, perform system upgrades, and support software rollouts.
• Maintain accurate records in the service management system.
• Participate in an on-call rota for out-of-hours support and occasional overtime for planned updates.

Experience & Skills

• Strong technical troubleshooting experience especially within application support or similar roles.
• Confident supporting unified communications or contact centre platforms.
• Hands-on experience with Windows Server administration.
• Familiarity with telephony troubleshooting, networks, and endpoint diagnostics.
• Continuous residency in the UK for 3 or more years.

Desirable

• A background supporting a proprietary software application.
• Experience working with unified communications solutions.
• Familiar with executing common administrative tasks on Microsoft Windows Server.
• Experienced in diagnosing telephony issues between networked endpoints.
• Role involving troubleshooting problems in collaboration with customers, B2B service desks and MSPs.

If this Customer Support Engineer role would be of interest please contact (url removed) for more information

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.