Technical Support Engineer

Job Summary

We are seeking a dynamic and proactive Technical Support Engineer to join our innovative IT support team. In this role, you will be the frontline problem solver, providing expert assistance to users experiencing technical issues across a variety of hardware and software platforms. Your energetic approach will ensure swift resolution of technical challenges, enhancing overall user productivity and satisfaction. This position offers an exciting opportunity to work with cutting-edge technology, develop your troubleshooting skills, and contribute to a seamless IT environment.

Duties

• Respond promptly to help desk tickets and support requests via ServiceNow, Jira, or other ticketing systems, ensuring timely resolution of issues.
• Provide desktop support for hardware components such as computers, printers, and peripherals across multiple operating systems including Windows, macOS, and Linux.
• Troubleshoot software problems related to Microsoft Office applications, operating systems, and specialized enterprise software.
• Assist users with network connectivity issues involving computer networking concepts like TCP/IP, DNS, LAN/WAN configurations, VPNs, firewalls, and TCP protocols.
• Manage user accounts and permissions within Active Directory and facilitate password resets or account lockouts.
• Support server environments including Microsoft Windows Server and Linux-based systems by performing routine maintenance and troubleshooting.
• Collaborate with cross-functional teams to resolve complex issues involving BMC Remedy, ServiceNow workflows, or SCCM deployments.
• Conduct analysis of recurring problems to identify root causes and recommend improvements for system stability and security.

Requirements

• Proven experience in technical support or IT support roles with a strong understanding of computer hardware and operating systems.
• Solid knowledge of computer networking fundamentals such as TCP/IP, DNS, LAN/WAN architecture, VPNs, firewalls, and network troubleshooting tools.
• Hands-on experience with Microsoft Windows Server environments and Active Directory management.
• Familiarity with macOS and Linux operating systems for cross-platform support capabilities.
• Proficiency in troubleshooting software issues within Microsoft Office suite and enterprise applications.
• Experience working with help desk tools like ServiceNow or BMC Remedy for incident tracking and management.
• Strong communication skills to clearly explain technical solutions to non-technical users while maintaining excellent customer service standards.
• Ability to analyze technical problems efficiently using analysis skills to determine the best course of action.
• Knowledge of network security protocols including VPNs, firewall configurations, and TCP protocols is highly desirable.
• Certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Expert (MCSE), or Cisco CCNA are a plus but not required.

Join us as a Technical Support Engineer where your expertise will empower users through exceptional service! Your energetic problem-solving attitude will help create a resilient IT environment that drives success for our organization while advancing your career in technology support.

Pay: £31,000.00-£36,000.00 per year

Experience:

• Security industry: 3 years (required)

Work Location: In person