Technical Support Engineer

About the Role

Our client is looking for a skilled Technical Support Engineer to join their dedicated team in Cardiff . This role is essential for providing high-level technical assistance to clients experiencing issues with our software and hardware products. You will diagnose complex technical problems, develop effective solutions, and ensure client satisfaction through prompt and accurate support. The ideal candidate possesses strong analytical skills, a deep understanding of IT systems, and a commitment to delivering exceptional service, making a tangible impact on our clients in Wales .

Key Responsibilities

• Diagnose and resolve complex technical hardware and software issues reported by customers.
• Provide clear, concise, and timely technical guidance and troubleshooting steps to clients.
• Escalate unresolved issues to higher-level support or engineering teams, providing detailed documentation.
• Document all support interactions, resolutions, and system issues accurately in the ticketing system.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.
• Assist in testing new product releases and provide feedback on potential technical issues.

Requirements

• Proven experience as a Technical Support Engineer or in a similar IT support role.
• Strong knowledge of operating systems, network configurations, and software troubleshooting .
• Familiarity with ticketing systems and remote support tools.
• Excellent analytical and problem-solving skills with a methodical approach.
• Ability to communicate technical information effectively to both technical and non-technical audiences.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are a plus.

Benefits

• Competitive salary reflecting your skills and experience.
• A flexible hybrid working arrangement to suit your needs.
• Comprehensive private medical insurance and dental coverage.
• Opportunities for professional development and further technical training.
• A collaborative team environment focused on innovation and client success in Cardiff .