Technical Support Engineer

About the Role

Our client is seeking a skilled Technical Support Engineer to join their dynamic team in Cardiff . In this role, you will be instrumental in providing high-level technical assistance to customers experiencing issues with our software and hardware products. You will diagnose complex problems, offer effective solutions, and ensure a seamless user experience. This position offers a challenging yet rewarding opportunity to leverage your technical expertise and problem-solving skills within a progressive company located in the heart of Cardiff .

Key Responsibilities

• Respond to and resolve technical support tickets with a focus on customer satisfaction and resolution time.
• Diagnose and troubleshoot hardware and software issues, providing clear, concise instructions to customers.
• Escalate complex issues to appropriate internal teams (e.g., development, engineering) when necessary.
• Document technical solutions and create guides for common issues within the knowledge base.
• Maintain and update customer support records in the CRM system.
• Provide feedback on product performance and potential improvements based on customer interactions.

Requirements

• Proven experience as a Technical Support Engineer or in a similar IT support role.
• Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.
• Familiarity with networking concepts and troubleshooting.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Strong communication and interpersonal skills, capable of explaining technical concepts to non-technical users.
• Experience with remote support tools and ticketing systems is required.

Benefits

• Competitive salary and performance incentives.
• Hybrid work arrangement providing flexibility.
• Comprehensive health insurance and pension plan.
• Access to ongoing training and certifications in Cardiff .
• A collaborative and innovative work environment in Cardiff .