Technical Support Engineer

GPL Technologies; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A rapidly growing technology services firm is seeking a Technical Support Engineer to be the first point of contact for clients facing IT issues. This on-site/hybrid role requires strong problem-solving skills and a passion for technology, with responsibilities including troubleshooting and providing customer support while contributing to documentation and knowledge bases.

Benefits

Fully remote work from home position.

Access to training programs and certifications.

Qualifications

• Basic knowledge of IT concepts and troubleshooting methods.
• Familiarity with Windows and macOS operating systems.
• 1+ years of experience in an IT support role preferred.

Responsibilities

• Provide first-level IT support for desktop, software, hardware, and network-related issues.
• Accurately document, categorize, and prioritize incoming issues using the ticketing system.
• Assist with monitoring system alerts and perform basic remote maintenance.

Skills

Communication

Problem Solving

Attention to Detail

Job description

Social network you want to login/join with:

Position Title: Technical Support Engineer Location: On-Site / Hybrid Job Type: Full-time Reports to: Engineering Manager WHO WE ARE At GPL Technologies, our mission is to provide powerful, reliable, and innovative technology services and leadership to creative companies by combining specialized industryexpertisewith excellence in engineering.Weare a rapidly growing technology services firm thatcater tosome of Hollywood’s most notable movie studios, gaming companies, visual effects houses, and advertising firms.Our vision is to expand GPL’s presence globally, building an elite force of technology specialists focused on empowering creatives to achieve new heights. THE ROLE As a Technical Support Engineer, you will be the first point of contact for clients experiencing IT-related issues.

Your role involves troubleshooting and resolving basic technical problems, escalating more complex issues, and providing excellent customer service.

This is a position for someone with a passion for technology, strong problem-solving skills, and a desire to grow in the IT industry.

You will work remotely, providing support via phone, email, and a ticketing system.

You’ll also collaborate with other engineers to ensure timely issue resolution and maintain high customer satisfaction levels.

RESPONSIBILITIES First-Line Technical Support: Provide first-level IT support for desktop, software, hardware, and network-related issues.

Respond to tickets in a timely manner via phone, email, and the ticketing system.

Troubleshoot and resolve common issues such as password resets, connectivity problems, and application support.

Ticket Management: Accurately document, categorize, and prioritize incoming issues using the ticketing system.

Escalate unresolved or complex issues to Tier 2 or Tier 3 engineers when necessary.

Follow up with clients to ensure their issues are resolved satisfactorily.

Customer Service: Provide excellent customer service by maintaining a professional, patient, and positive attitude.

Communicate with clients in non-technical language to help them understand the issues and solutions.

System Monitoring & Maintenance: Assist with monitoring system alerts and notifications, escalating any identified issues to the appropriate teams.

Perform basic remote system maintenance and updates when needed.

Knowledge Base Contribution: Contribute to internal and external knowledge bases by creating, updating, and maintaining documentation for common issues and solutions.

Continuous Learning & Development: Stay updated on new technologies, tools, and best practices relevant to the role.

Participate in training and development programs as provided by the company.

SKILLS & QUALIFICATIONS Technical Expertise: Basic knowledge of IT concepts and troubleshooting methods.

Familiarity with Windows and macOS operating systems.

Understanding of common IT systems and applications, such as Microsoft Office 365, remote desktop tools, and basic networking.

Soft Skills: Strong communication and interpersonal skills.

Ability to explain technical issues to non-technical users.

Problem-solving mindset and attention to detail.

Experience: 1+ years of experience in an IT support role (internship or service desk preferred).

Experience using ticketing systems (e.g., Zendesk, ServiceNow, or ConnectWise) is a plus.

Certifications: CompTIA A+, ITIL Foundation, or other relevant IT certifications (preferred but not required).

COMPENSATION & BENEFITS Fully remote work from home position.

Competitive opportunities for professional growth.

Access to training programs and certifications to advance your IT career.

We are an equal opportunity employer and value diversity in our organization.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.