Remote Support Engineer

Job Summary

We are seeking a dynamic and proactive Remote Support Engineer to join our innovative IT support team. In this role, you will be the frontline technical expert, providing essential assistance to users across various platforms and ensuring seamless operation of their computer systems. Your energetic approach and problem-solving skills will drive user satisfaction and operational efficiency. This position offers an exciting opportunity to work remotely while making a significant impact on our organization’s technology environment.

Responsibilities

• Deliver comprehensive technical support to end-users via help desk tickets, phone, email, and remote access tools, resolving issues swiftly and effectively.
• Troubleshoot and resolve hardware and software problems related to computer hardware, operating systems (Windows, macOS, Linux), and network configurations.
• Manage and support network infrastructure components including computer networking, LAN (Local Area Network), VPN (Virtual Private Network), DNS (Domain Name System), TCP/IP protocols, firewalls, and switches.
• Assist with desktop support tasks such as installing, configuring, and maintaining software applications like Microsoft Office, SCCM (System Center Configuration Manager), and BMC Remedy.
• Support Active Directory management for user account provisioning, permissions, password resets, and group policies.
• Collaborate with cross-functional teams to analyze issues using tools like ServiceNow, Jira, or BMC Remedy; escalate complex problems when necessary.
• Maintain detailed documentation of support activities, system configurations, and troubleshooting procedures to ensure knowledge sharing and continuous improvement.

Requirements

• Proven experience in technical support or IT support roles with a focus on help desk operations.
• Strong knowledge of computer networking concepts including LAN/WAN architecture, TCP/IP protocols, DNS, VPNs, firewalls, and TCP communication.
• Hands-on experience supporting Windows Server environments and Active Directory management.
• Familiarity with macOS and Linux operating systems for troubleshooting diverse user environments.
• Proficiency in diagnosing hardware issues related to computer hardware components.
• Experience with software troubleshooting across various applications including Microsoft Office suite.
• Knowledge of remote support tools such as SCCM, ServiceNow, Jira, or BMC Remedy for issue tracking and resolution management.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Strong analysis skills for identifying root causes of issues quickly and accurately.
• Ability to work independently in a remote setting while maintaining a high level of professionalism and customer service orientation.

Join us as a Remote Support Engineer to empower users through energetic problem-solving and innovative technical solutions!

Pay: £50,420.00-£54,773.87 per year

Benefits:

• Casual dress
• Free parking
• On-site parking
• Work from home

Work Location: Remote