Technical Support Engineer

SRC Recruitment Ltd; Remote; GBP 30,000 - 45,000; Full time

Job summary

A global software company seeks a talented Technical Support Engineer to join their remote team in the UK. You will serve as the primary contact for technical inquiries, addressing complex customer issues while ensuring high standards of support. Ideal candidates will exhibit strong problem-solving skills, technical expertise in Windows and Linux, and excel in communication. This role offers the opportunity for continuous learning and interaction with various internal teams. Benefits include remote work flexibility and development support.

Benefits

Remote work flexibility

Pension contribution

Cycle-to-work scheme

Training and development support

Qualifications

• 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.

Responsibilities

• Provide prompt and effective technical assistance to customer inquiries via phone and email.
• Remotely troubleshoot and resolve software issues.
• Accurately document customer interactions and solutions in the internal ticketing system.
• Collaborate with other support engineers to ensure issue resolution.
• Contribute to the customer knowledge base by creating clear and helpful articles.

Skills

Build rapport with customers

Verbal and written communication

Problem-solving abilities

Technical knowledge in Windows

Technical knowledge in Linux

Tools

Virtualization technologies

Networking

Enterprise storage platforms

AWS

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