Technical Support Engineer

About the Role

Our client is looking for a highly skilled Technical Support Engineer to join their expanding team, remotely based, serving clients in the Manchester area and beyond. This role is perfect for someone with a passion for technology and a talent for problem-solving, who excels at diagnosing and resolving intricate technical issues. You will be the first line of defense for our clients facing technical challenges, ensuring minimal disruption to their operations. This remote position offers the flexibility to work from anywhere within the UK, providing an excellent opportunity to contribute to a fast-paced, innovative company dedicated to delivering top-tier technical assistance and product support, fostering a culture of continuous learning and shared success.

Key Responsibilities

• Provide advanced technical support to customers via remote channels, including email, phone, and remote desktop sessions.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Collaborate with the engineering and development teams to identify root causes of recurring problems and implement long-term solutions.
• Contribute to the development and maintenance of technical documentation, knowledge bases, and troubleshooting guides.
• Manage and prioritize incoming support requests, ensuring timely resolution and customer satisfaction.

Requirements

• Minimum of 3 years of experience in a Technical Support Engineer role or similar.
• Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.
• Proficiency in network troubleshooting and understanding of TCP/IP, DNS, and VPNs.
• Experience with remote support tools and ticketing systems.
• Excellent analytical and problem-solving skills with a methodical approach.
• Ability to communicate complex technical information clearly to both technical and non-technical users.

Benefits

• Competitive salary and remote work flexibility.
• Comprehensive health, dental, and vision insurance.
• Generous allowance for home office setup and equipment.
• Opportunities for professional certifications and training.
• A supportive and collaborative remote team environment with regular virtual team-building events.