Technical Support Engineer

About the Role

Our client is seeking a skilled Technical Support Engineer to join their growing team in Leeds . This role is responsible for providing advanced technical assistance to customers experiencing issues with our software and hardware products. You will diagnose complex problems, guide users through solutions, and work closely with the engineering team to identify and resolve underlying technical defects. This position requires a blend of technical acumen, strong problem-solving abilities, and excellent communication skills to ensure customer satisfaction.

Key Responsibilities

• Diagnose and resolve complex technical issues reported by customers via various support channels.
• Provide clear and concise technical guidance and troubleshooting steps to end-users.
• Escalate critical bugs and feature requests to the product development team with detailed documentation.
• Create and maintain technical documentation, knowledge base articles, and FAQs.
• Monitor system performance and identify potential technical issues proactively.

Requirements

• Proven experience in a technical support or helpdesk role, with a strong understanding of IT systems.
• Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common software applications.
• Experience with network protocols, hardware diagnostics, and remote support tools.
• Excellent analytical and problem-solving skills.
• Strong customer-facing communication and interpersonal abilities.

Benefits

• Competitive salary package commensurate with experience.
• Comprehensive health, dental, and vision benefits.
• Opportunities for ongoing technical training and certifications.
• A collaborative and innovative work environment in Leeds .
• Employee assistance program and wellness resources.