Technical Support Engineer

TN United Kingdom; Watford; Hybrid; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a passionate Technical Support Engineer to join their team. In this role, you'll be the first point of contact for clients facing IT-related issues, providing troubleshooting and excellent customer service. You'll work remotely, assisting clients via phone, email, and a ticketing system, while collaborating with engineers to ensure timely resolutions. This position offers a fantastic opportunity for growth in the IT sector, with access to training programs and certifications. If you're eager to develop your skills in a supportive environment, this role is perfect for you.

Benefits

Remote work flexibility

Professional growth opportunities

Access to training programs

Diversity and inclusion initiatives

Qualifications

• Basic knowledge of IT concepts and troubleshooting methods required.
• 1+ years of experience in an IT support role preferred.

Responsibilities

• Provide first-line IT support for desktop, software, and network issues.
• Document and prioritize incoming issues using the ticketing system.

Skills

IT troubleshooting

Customer service

Communication skills

Problem-solving

Windows operating system

macOS operating system

Microsoft Office 365

Ticketing systems

Education

1+ years in IT support

CompTIA A+ certification

ITIL Foundation certification

Tools

Zendesk

ServiceNow

ConnectWise

Job description

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 industry expertise with excellence in engineering. We are a rapidly growing technology services firm that caters to some 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

1. First-Line Technical Support: Provide first-level IT support for desktop, software, hardware, and network-related issues.
2. Respond to tickets in a timely manner via phone, email, and the ticketing system.
3. Troubleshoot and resolve common issues such as password resets, connectivity problems, and application support.
4. Ticket Management: Accurately document, categorize, and prioritize incoming issues using the ticketing system.
5. Escalate unresolved or complex issues to Tier 2 or Tier 3 engineers when necessary.
6. Follow up with clients to ensure their issues are resolved satisfactorily.
7. Customer Service: Provide excellent customer service by maintaining a professional, patient, and positive attitude.
8. Communicate with clients in non-technical language to help them understand the issues and solutions.
9. System Monitoring & Maintenance: Assist with monitoring system alerts and notifications, escalating any identified issues to the appropriate teams.
10. Perform basic remote system maintenance and updates when needed.
11. Knowledge Base Contribution: Contribute to internal and external knowledge bases by creating, updating, and maintaining documentation for common issues and solutions.
12. Continuous Learning & Development: Stay updated on new technologies, tools, and best practices relevant to the role.
13. Participate in training and development programs as provided by the company.

SKILLS & QUALIFICATIONS

1. Technical Expertise: Basic knowledge of IT concepts and troubleshooting methods.
2. Familiarity with Windows and macOS operating systems.
3. Understanding of common IT systems and applications, such as Microsoft Office 365, remote desktop tools, and basic networking.
4. Soft Skills: Strong communication and interpersonal skills.
5. Ability to explain technical issues to non-technical users.
6. Problem-solving mindset and attention to detail.
7. Experience: 1+ years of experience in an IT support role (internship or service desk preferred).
8. Experience using ticketing systems (e.g., Zendesk, ServiceNow, or ConnectWise) is a plus.
9. 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.