Technical Support Engineer II

About the Role

Our client seeks a motivated Technical Support Engineer II to join their dedicated support team in Birmingham . This role focuses on providing in-depth technical assistance and troubleshooting for our product suite, ensuring a seamless experience for our B2B clients. You will be instrumental in diagnosing and resolving complex technical challenges, collaborating with engineering teams, and contributing to product support documentation. This position is ideal for a technically adept individual passionate about problem-solving and delivering excellent customer service, operating entirely from our Birmingham office to foster team synergy and direct client interaction.

Key Responsibilities

• Provide advanced technical support to clients via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve complex software and hardware issues.
• Document all technical issues, solutions, and procedures accurately in the ticketing system.
• Collaborate with software developers and product managers to identify and fix bugs.
• Create and update technical documentation, user guides, and knowledge base articles.
• Train and assist junior support staff on technical troubleshooting techniques.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 3+ years of experience in a technical support or helpdesk role, with a strong understanding of IT systems.
• Proficiency in operating systems (Windows, macOS, Linux) and common software applications.
• Experience with network troubleshooting, databases, and cloud platforms is highly desirable.
• Excellent communication, analytical, and problem-solving skills.

Benefits

• Competitive salary with regular performance reviews.
• Full range of benefits including health, dental, and vision coverage.
• Opportunities for training and certifications in advanced technologies.
• Generous holiday allowance and company pension scheme.
• A dynamic work environment in the heart of Birmingham with ample opportunities for career growth.