Technical Support Engineer

Appspace; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A tech solutions company in the United Kingdom is seeking a Technical Support Engineer to provide advanced troubleshooting for various software and hardware issues. The ideal candidate will work efficiently in fast-paced environments and possess strong customer service skills. Benefits include competitive salary, employer-paid medical coverage, generous PTO, and remote work options.

Benefits

Generous PTO

Remote work opportunities

Paid company holidays

Casual dress work environment

Employer-paid medical, dental, and vision coverage

Employer-paid life insurance

Mentally health resources

Pension plan

Paid maternity and parental leave program

Qualifications

• Experienced in technical customer support roles.
• Ability to remain calm under pressure in multi-tasking environments.
• Basic experience with graphic design/video editing is a plus.

Responsibilities

• Provide technical support via chat, email, phone, and remote sessions.
• Identify and understand client issues and isolate potential root causes.
• Document customer interactions using the company's CRM.

Skills

Ability to work efficiently in fast-paced environments

Customer service skills

Knowledge of TCP/IP networking

Proficiency in Microsoft Outlook & office suite

Experience with Cisco Digital Media suite

Education

Bachelor’s degree or equivalent work experience

Tools

Salesforce

JIRA

Linux environments

Job description

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as a Technical Support Engineer

Seeking a resourceful, detail-oriented, and IT savvy individual to fill the position of Technical Support Engineer. This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network, and security issues. The successful candidate will be self-motivated, patient, and able to accomplish multiple tasks at once with little supervision.

A Day in the Life of a Technical Support Engineer

• Provide first response and technical support issue resolution via chat, email, phone and remote sessions.
• Ask appropriate fact finding questions to clearly identify and understand the client’s issue while helping to isolate potential root cause.
• Escalate cases requiring advanced technical skill.
• Advise customers on network related requirements – including firewalls ports & basic TCP/IP settings when appropriate.
• Serve as the client’s subject matter expert for the Appspace platform and app.
• Identify operational issues via retrieval and evaluation of errors and logs.
• Problem solve and embrace technical curiosity to research issues when needed.
• Stay organized and document all customer interactions using company CRM (Salesforce) and related tools.

What You’ll Need

• Ability to work efficiently in fast-paced, high-volume, multi-tasking environments while remaining calm and poised under pressure.
• Experience with Cisco Digital Media suite and devices, Chrome OS/Chrome devices, BrightSign and other digital media devices desired.
• Experience with Windows Server 2016/2019, WebServer (IIS) or Linux environments.
• Working knowledge of databases such as SQL or MY SQL.
• Understanding of TCP/IP networking, DNS and proxies is a plus.
• Proficiency in Microsoft Outlook & office suite.
• Basic experience with graphic design and/or video editing suites not required, but a plus.
• Outgoing, helpful, and passionate about providing excellent customer service.
• Prior experience in a technical support capacity (Support Engineer, etc.) and/or software support strongly preferred.
• Bachelor’s degree or equivalent/related work experience (2-5 years).
• Working knowledge of JIRA and Salesforce preferred.

The Perks of Working for Appspace

For all our UK-based team members, we offer a variety of benefits including competitive salaries, employer-paid medical, dental and vision coverage, employer-paid life insurance, mental health resources, pension plan and paid maternity and parental leave program.

• Generous PTO
• Remote work opportunities
• Paid company holidays
• A casual dress work environment

Disclaimer

Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role.

If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.

Equal Employment Opportunity Statement

As set forth in Appspace’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.