Technical Support Engineer

About the Role

Our client is seeking a proficient Technical Support Engineer to join their team in Portsmouth . This role involves providing advanced technical assistance to clients, troubleshooting complex issues, and ensuring the optimal performance of our client's products and services. You will work closely with the engineering and product development teams to diagnose and resolve challenging technical problems. This hybrid position balances in-office expertise with the flexibility of remote work, ensuring comprehensive support coverage from our Portsmouth base.

Key Responsibilities

• Provide high-level technical support to clients via phone, email, and remote sessions.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Escalate critical issues to appropriate engineering teams with detailed diagnostic information.
• Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.
• Conduct remote or on-site technical training for clients as needed.
• Analyze support trends and provide feedback to improve product stability and user experience.

Requirements

• Significant experience in a Technical Support Engineer or similar advanced support role.
• Strong understanding of networking protocols, operating systems, and common software applications.
• Excellent analytical and problem-solving skills with a methodical approach.
• Proficiency in remote diagnostic tools and ticketing systems.
• Effective communication skills for interacting with technical and non-technical users.
• Ability to work effectively in a hybrid environment based in Portsmouth .

Benefits

• Competitive salary and performance incentives.
• Hybrid working model offering a balance of office and remote work.
• Access to continuous learning and professional development programs.
• Comprehensive medical, dental, and vision insurance.
• A dynamic team environment with opportunities for growth within the company.