Remote Technical Support Engineer

About the Role

Our client is seeking a dedicated Remote Technical Support Engineer to join their expanding technical services team, operating remotely with a base in Oxford . This role is essential for providing high-level technical assistance and troubleshooting to customers experiencing issues with our client's sophisticated software products and hardware solutions. You will be a critical link between our clients and our engineering teams, diagnosing complex problems and guiding users towards effective resolutions. The ideal candidate possesses exceptional analytical skills, a deep understanding of technology, and superior communication abilities to convey technical information clearly and empathetically in a remote setting.

Key Responsibilities

• Provide remote technical support to customers via phone, email, and chat, addressing software and hardware issues.
• Diagnose complex technical problems, utilizing diagnostic tools and product knowledge to identify root causes.
• Guide customers through troubleshooting steps, providing clear and concise instructions for problem resolution.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) with detailed documentation.
• Contribute to the development of a comprehensive knowledge base, creating articles and FAQs to assist users.
• Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system.

Requirements

• Proven experience in a technical support or help desk role, with a focus on software and hardware.
• Strong understanding of operating systems (Windows, macOS, Linux) and common application software.
• Excellent troubleshooting methodology and analytical skills.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Experience with remote support tools and ticketing systems is highly desirable.

Benefits

• Competitive salary and fully remote work arrangement.
• Flexible working hours to support a healthy work-life balance.
• Extensive training programs and opportunities for career advancement.
• Comprehensive health, dental, and vision insurance coverage.
• A supportive and collaborative remote team environment, contributing to client success from Oxford .