Technical Support Engineer

SRC Recruitment Ltd; Remote; GBP 30,000 - 50,000; Full time

Job summary

A global software company is seeking a passionate Technical Support Engineer to provide effective remote support to customers, solving complex issues in Windows and Linux environments. Responsibilities include assisting customers via phone and email, troubleshooting software problems, collaborating with teams, and contributing to knowledge base articles. Candidates should have strong communication skills, problem-solving abilities, and a willingness to learn. The position offers flexibility in work location and various benefits, including training support and pension contributions.

Benefits

Remote work flexibility

Pension contribution

Cycle-to-work scheme

Training and development support

Qualifications

• Strong ability to establish rapport with customers.
• Excellent verbal and written communication skills.
• Solid problem-solving skills and a solution-oriented mindset.

Responsibilities

• Provide effective technical assistance to customers via phone and email.
• Troubleshoot and resolve software issues remotely.
• Document customer interactions and incidents in the internal system.
• Collaborate with support engineers and cross-functional teams.
• Reproduce and analyze incidents to assist in problem resolution.
• Contribute to creating customer knowledge base articles.
• Participate in on-call rotation for support.
• Engage in continuous training on product updates.
• Maintain professionalism in challenging situations.
• Analyze application logs for troubleshooting.

Skills

Build rapport and trust with customers

Verbal and written communication skills

Problem-solving abilities

Technical knowledge in Windows and Linux

Experience supporting business-critical systems

Tools

Virtualization technologies

Networking

Cloud infrastructure (AWS or Azure)

Job description

Technical Support Engineer - Remote

Overview of Technical Support Engineer

Our client, a rapidly growing global software company, is seeking a talented and enthusiastic Technical Support Engineer to join their technical support team. This is a great opportunity for someone who is passionate about technology and enjoys solving complex customer issues.

In this role, you will serve as the primary technical point of contact for customers, embodying a customer-first mindset. The ideal candidate will be driven by continuous learning, thrive in a dynamic environment, and be committed to delivering exceptional support to enterprise customers.

This position is remote , and looking for candidates based in the UK.

Key Responsibilities of Technical Support Engineer

• Provide prompt and effective technical assistance to customer inquiries via phone and email, adhering to SLA requirements.
• Remotely troubleshoot and resolve software issues; elevate complex incidents to appropriate teams as needed.
• Accurately document customer interactions, incidents, and solutions in the internal ticketing system.
• Collaborate with other support engineers and cross-functional teams to ensure issue resolution.
• Reproduce and analyze customer-reported incidents to assist in root cause analysis.
• Contribute to the customer knowledge base by creating clear and helpful articles.
• Participate in on-call rotation for out-of-hours support.
• Engage in ongoing training to stay up to date on product developments and expand technical skills.
• Maintain a professional and empathetic attitude, even in high-pressure or challenging support situations.
• Analyze application log files to support troubleshooting and resolution.

Required Skills and Experience of Technical Support Engineer

• Strong ability to build rapport and trust with customers.
• Excellent verbal and written communication skills.
• Solid problem-solving abilities and a solution-driven approach.
• Proven technical knowledge in Windows and Linux environments.
• Experience supporting business-critical systems and prioritizing escalations.

Preferred Qualifications for Technical Support Engineer

• In-depth knowledge of both Windows and Linux operating systems.
• Experience with technologies such as Virtualization, Networking, High Availability, and Backup.
• Previous collaboration with internal development or engineering teams to resolve issues.
• Ability to manage multiple cases and work efficiently in a high-volume environment.
• Familiarity with enterprise storage platforms (e.g., NetApp, Dell, Nutanix).
• Working knowledge of Microsoft Server and domain administration.
• Exposure to cloud infrastructure like AWS or Azure.

Benefits

• Remote work flexibility
• Pension contribution
• Cycle-to-work scheme (if applicable)
• Training and development support