Senior Technical Support Engineer

Search-Select LTD; Douglas; Hybrid; GBP 55,000 - 90,000; Full time

Job summary

Search-Select LTD is seeking a Senior Technical Support Engineer to provide technical leadership across the department, owning complex customer issues, cybersecurity incidents and high-profile projects.

The successful candidate will work with the CTO, customers and suppliers to deliver reliable IT, communications, AV and satellite solutions, with time split between the office, remote support and travel aboard vessels. This role offers real impact in a dynamic tech environment.

Qualifications

• Technical qualification or equivalent in IT or networking.
• Evidence of ongoing professional development.
• Networking/infrastructure certification desirable (CCNA, Network+).
• Willingness to travel internationally and aboard vessels.
• Out-of-hours support rota participation.
• Project management or people management training preferred.
• Extensive experience in technical support, infrastructure, networking or telecoms.
• Experience diagnosing complex hardware, software, network issues.
• Experience remote and onsite support.
• Knowledge of TCP/IP, routing, switching, firewalls, VPN, Wi-Fi.
• Microsoft OS and Microsoft 365 knowledge.
• Experience configuring, installing, maintaining, documenting systems.
• Senior escalation point for high-priority incidents.
• Mentoring engineers.
• Monitor quality and provide feedback.
• Plan and deliver technical projects end-to-end.
• Identify risks, dependencies, resources and timescales.
• Communicate progress to customers and stakeholders.
• Ticket management with timely updates.
• Work independently while travelling or on client sites.
• Valid passport and driving licence.
• Organised and able to multitask.

Responsibilities

• Lead across the department and own complex customer issues.
• Support and develop engineers, coaching peers.
• Deliver IT, communications, AV and satellite solutions onboard vessels.
• Travel internationally and work aboard vessels as required.
• Maintain service standards and drive continuous improvement.

Skills

Networking

Troubleshooting

Leadership

Project management

Remote support

Vessel travel

Customer escalation

Ticket management

TCP/IP & routing

VPN & Firewall

Windows & M365

Documenting systems

Mentoring engineers

Time management

Tools

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Job description

Our client seeks a Senior Technical Support Engineer to join their team.

The successful candidate will provide technical leadership across the department, supporting and developing engineers while taking ownership of complex customer issues, cybersecurity incidents and high-profile technical projects. Combining team leadership, expert troubleshooting, project delivery and international vessel work, this is a varied role with real responsibility and influence.

You’ll work closely with the CTO, customers and suppliers to maintain exceptional service standards, drive continuous improvement and deliver innovative, reliable technical solutions across IT, communications, AV and satellite systems. With time split between the office, remote support and international travel onboard vessels, this is an opportunity to make a genuine impact while working across a diverse and evolving technology environment.

Key Skills and Experience:

• Relevant technical qualification, professional certification or equivalent practical experience in IT, networking, telecommunications or a related discipline.
• Evidence of continuing professional development and maintaining current technical knowledge.
• Recognised networking or infrastructure certification, such as CompTIA Network+, Cisco CCNA, Microsoft or an equivalent qualification would be desirable.
• Willingness and ability to travel internationally and work aboard vessels, sometimes at short notice.
• Willingness to participate in the out-of-hours support rota.
• Ideally have formal training in project management, leadership or people management.
• Substantial experience in a technical support, infrastructure, networking or telecommunications environment.
• Strong experience of diagnosing and resolving complex hardware, software, network and connectivity issues.
• Experience of providing remote and onsite technical support to customers.
• Sound knowledge of network infrastructure, including TCP/IP, routing, switching, firewalls, VPNs, Wi-Fi and internet connectivity.
• Good working knowledge of Microsoft operating systems, Microsoft 365 and common business IT applications.
• Experience of configuring, installing, maintaining and documenting technical systems.
• Experience of acting as a senior technical escalation point for complex or high-priority incidents.
• Experience of providing technical guidance, coaching and mentoring to other engineers.
• Ability to monitor work quality, identify development needs and provide constructive feedback.
• Experience of planning and delivering technical projects from initial requirements through to implementation, documentation and completion.
• Ability to identify and manage project risks, dependencies, resources and timescales.
• Experience of communicating project progress and technical issues clearly to customers and internal stakeholders.
• Strong understanding of professional ticket management, including timely responses, clear updates, accurate documentation and correct time recording.
• Ability to work independently while travelling or working at customer locations.
• Valid passport and ability to meet the travel requirements of the role.
• Full driving licence.
• Organised and able to manage multiple priorities effectively.

Quote job ref: 16785