<p>We are seeking a proactive Technical Support Engineer to join a busy technical team. The successful candidate will resolve customer issues, maintain system stability, and improve user experience. This role requires excellent communication, analytical skills, and a customer- focused approach.<br>You will work across channels to diagnose faults, manage incidents, and collaborate with development teams to deliver timely fixes. A practical understanding of networking and common operating systems is essential.</p>
<h2>Technical Support Engineer Job Profile</h2>
<p>The Technical Support Engineer provides second and third-line support to customers and internal users. They analyse technical problems, reproduce issues where possible, and apply or recommend resolutions.</p>
<p>This role acts as a bridge between the service desk and engineering teams, owning incidents through to resolution and ensuring customers receive clear, professional updates.</p>
<h2>Technical Support Engineer Job Description</h2>
<p>The Technical Support Engineer will investigate and resolve technical enquiries from customers and partners. Responsibilities include diagnosing software and hardware faults, analysing logs, and performing root cause analysis to prevent recurrence. The role demands effective ticket prioritisation, escalation when necessary, and clear documentation of workarounds and permanent fixes.</p>
<p>Daily activities include answering inbound requests via phone, email, and ticketing portals, reproducing reported issues in test environments, and coordinating with product development to deploy patches or releases. The engineer will also contribute to knowledge base articles, produce diagnostic scripts, and propose improvements to monitoring and alerting to reduce mean time to repair.</p>
<p>Working hours may include shift rotations or on-call duties, depending on the service level agreements. The ideal candidate is comfortable with both customer-facing communication and behind-the-scenes technical tasks, and shows a methodical approach to problem-solving.</p>
<h2>Technical Support Engineer Duties and Responsibilities</h2>
<ul>
<li>Provide second- and third-line technical support to customers and internal users.</li>
<li>Log, prioritise, and manage incidents through to resolution using ticketing systems.</li>
<li>Conduct root cause analysis and implement or recommend corrective actions.</li>
<li>Reproduce issues in test environments and execute diagnostic tests or scripts.</li>
<li>Collaborate with development and QA teams to escalate and track bug fixes.</li>
<li>Create and maintain knowledge base articles, runbooks, and technical guides.</li>
<li>Monitor system health and respond to alerts to maintain service availability.</li>
<li>Deliver clear, professional communications to customers and stakeholders.</li>
<li>Participate in the on-call rota and provide out-of-hours support when required.</li>
<li>Suggest and assist in implementing improvements to tooling and processes.</li>
<li>Train and mentor junior support staff and share best practices.</li>
</ul>
<h2>Technical Support Engineer Requirements and Qualifications</h2>
<ul>
<li>Bachelor's degree in Computer Science, Information Technology, or equivalent experience.</li>
<li>Proven experience in technical support, helpdesk, or systems administration roles.</li>
<li>Strong troubleshooting skills across Windows and Linux environments.</li>
<li>Familiarity with networking concepts, including TCP IP, DNS, DHCP, and VLANs.</li>
<li>Experience with ticketing systems such as JIRA, ServiceNow, or Zendesk.</li>
<li>Knowledge of scripting or automation using Bash, PowerShell, or Python.</li>
<li>Excellent verbal and written communication skills with a customer-focused attitude.</li>
<li>Understanding of ITIL principles and incident management processes.</li>
<li>Experience with monitoring tools and log analysis for fault diagnosis.</li>
<li>Ability to work independently and as part of a multidisciplinary team.</li>
<li>Relevant certifications such as CompTIA A, Network, Microsoft, or Cisco are advantageous.</li>
</ul>