Senior Tier II/III Technical Support Engineer

Shoptalk; United Kingdom; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Employee Referral Bonus Program

Professional Development & Training Re

Employee Recognition Rewards Program

Location Specific Benefits

Job summary

Uniguest is seeking an experienced Tier II/III Technical Support Engineer to join our team. You will provide second-tier support for Uniguest customers via telephone, chat and support portal, taking ownership of complex issues and collaborating with field engineers to diagnose and reproduce problems.

You will also work with engineering and product teams to define enhancements, contribute to the knowledge base, and ensure thorough documentation.

Qualifications

• Experience as Tier II/III technical support or similar role.
• Strong written and verbal communication.
• Able to work independently and in a team.
• Excellent customer service skills.
• Strong troubleshooting across software and hardware.
• Familiarity with TCP/IP networking.

Responsibilities

• Provide second-tier technical support for Uniguest customers via telephone, chat and support portal.
• Troubleshoot a variety of applications and product lines and own complex issues.
• Collaborate with field engineers and development teams to diagnose and reproduce problems.
• Maintain thorough documentation in the Uniguest case system.
• Promote and improve the Knowledge Base; mentor Tier I colleagues.
• Escalate cases appropriately to higher Tier or Supervisor when needed.
• Drive continuous improvement through creative solutions.

Skills

TCP/IP networking

Tier II/III support

Communication skills

Troubleshooting

Customer service

Analytical skills

Education

IT-related degree preferred

Tools

Linux scripting (bash, Python)

Job description

Uniguest is seeking an experienced Tier II/III Technical Support Engineer to join our team. You will provide second-tier support for Uniguest customers via telephone, chat and support portal, taking ownership of complex issues and collaborating with field engineers to diagnose and reproduce problems.

You will also work with engineering and product teams to define enhancements, contribute to the knowledge base, and ensure thorough documentation.