Technical Support Engineer (Remote)

cloudvantage Limited; Greater London; Remote; GBP 30,000 - 45,000; Full time

Job summary

A technology firm in Greater London is seeking a Technical Support Engineer to provide enterprise-level support to customers. The role involves diagnosing and troubleshooting issues, ensuring proper escalation, and documenting solutions. Candidates should possess extensive knowledge of Microsoft products, particularly M365 technologies, and have experience in technical support. Strong problem-solving and communication skills are essential for contributing effectively in this dynamic environment.

Qualifications

• Extensive experience with M365 and associated technologies such as AD, Email, Teams, SharePoint.
• Proven working experience in enterprise technical support or as a technical engineer.
• Deep knowledge of the product that you will be supporting.

Responsibilities

• Take ownership of customer issues and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions for customer issues.
• Document knowledge in the form of knowledge base tech notes and articles.

Skills

Microsoft product knowledge

Problem-solving skills

Client-facing skills

Excellent communication skills

Job description

Job Role:

We are looking for a smart Technical Support Engineer to provide enterprise-level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

Responsibilities:

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.

Requirements:

• Extensive Microsoft product knowledge
• Extensive experience with M365 and associated technologies to include, AD, Email, Teams, SharePoint.
• Extensive experience with Microsoft Client operating systems and lifecycle management of them.
• Any experience with Microsoft Azure services.
• Proven working experience in enterprise technical support, IT support or as a technical engineer
• Deep knowledge in the product that the technician is supporting.
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills