Technical Support Engineer - remote work from home

My client is searching for a talented and enthusiastic individual to join their team as a Technical Support Engineer. If you are passionate about technology and enjoy helping customers solve complex issues, this role is a perfect fit for you.

As a Technical Support Engineer, you will play a pivotal role as the primary technical liaison for our customers, embodying our customer-first philosophy. They are looking for someone who is passionate about continuous learning, dedicated to helping global enterprise customers and who thrives in a dynamic and growing environment.

Their customers require a Technical Support Engineer who can handle multiple responsibilities along with effectively working with the various groups inside the company. This position can be remote anywhere in the UK or Germany.

Job responsibilities for Technical Support Engineer

Respond to customer inquiries via phone or email providing technical assistance and resolving issues effectively within stringent SLAs.
Remotely troubleshoot and diagnose software incidents, guiding customers through step-by

-step solutions or escalating incidents to higher-level support teams when necessary.

Document and track customer interactions, incidents, and resolutions in a timely and accurate manner using our internal ticketing system.

-Collaborate with other support team members and departments to ensure timely resolution of customer issues and effective communication of solutions.

-Simulate and recreate incidents to provide detailed resolutions based on actual customer experiences.

Contribute to technical knowledge base articles to aid and assist customer portal self-service resolution.
Participate in the on-call out of hours support service.
Undertake regular training sessions and workshops to stay updated on product developments and enhance technical skills.
Maintain a positive and professional attitude while handling challenging situations and ensure that all interactions reflect our commitment to excellent customer service.
Undertake application log file analysis for incident diagnoses or development escalation.

Skills needed for Technical Support Engineer

-Great problem-solving skills with the proficiency to see any challenge through.

-Excellent and proven technical skills within Windows and Linux environments, adept at troubleshooting and resolving issues.

Experience in supporting critical systems and infrastructure with the ability to prioritise and escalate quickly, as required.

Extensive knowledge of Windows and Linux operating systems.

-Experience with Virtualization, Backup, High Availability, and Networking technologies.

-Proven experience in collaborating with other internal groups to deliver solutions that meet customer expectations.

Must be able to prioritize and manage a case load consisting of multiple customer issues simultaneously.

-Ability to be flexible and take on additional responsibilities where required.

-Exposure to enterprise storage (Windows/NetApp/DELL/Nutanix).  Detailed knowledge of Microsoft Server and domain administration.  Knowledge in the administration and monitoring of Cloud based computing (AWS/Azure)

SRC Recruitment Limited

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