Technical Support Engineer (Remote)

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

Job summary

A technology solutions provider in the United Kingdom is seeking a Technical Support Engineer to deliver enterprise-level support using phone, web, email, chat, and more. The ideal candidate will have extensive knowledge of Microsoft products, including M365, Azure, and client operating systems. Responsibilities include diagnosing customer issues, ensuring prompt feedback, and documenting knowledge for future reference. Excellent communication and problem-solving skills are essential for success in this role.

Qualifications

• Extensive knowledge of Microsoft products and technologies.
• Proven experience in enterprise technical support or IT support.
• Strong problem-solving and client-facing skills required.

Responsibilities

• Provide enterprise-level support via multiple communication channels.
• Take ownership of customer issues and ensure resolution.
• Document knowledge and prepare timely reports.

Skills

Microsoft product knowledge

M365 and associated technologies

Microsoft Client operating systems management

Technical support experience

Problem-solving skills

Client-facing skills

Written and verbal 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