4 Hardware Support jobs in the United Kingdom

**Job Description Summary**
Become part of a winning team and help to deliver the Green Energy transition.
Lead Engineer - Customer Technical Support (Hardware) in the Global Applications & Support team specialize in Grid Automation (GA) and have the primary mission of advanced (Level 3) product support to GA Regions.
The role is expected to demonstrate technical leadership, team-work capability, and the ability to keep up with evolving hardware/firmware technologies in the grid automation domain. Customer interactions are integral to the role, as a domain expert representing the Product Line. Lead Engineer - Customer Technical Support (Hardware) should be adaptable to the very dynamic work environment of the team.
**Job Description**
**Essential Responsibilities**
+ Level 3 (advanced) technical support on assigned product platforms, covering both post-sales and pre-sales tasks.
+ Resolve customer complaints (LSN/ACT) on products and prepare necessary customer communication such as Customer Technical Reports.
+ Lead Customer meetings and/or Site visits to gather evidence or troubleshoot site issues.
+ Create test setups and conduct tests specific to issue resolution, workarounds, or Root Cause Analysis.
+ Drive hardware defect investigations to conclusion and develop permanent solutions in collaboration with R&D or other relevant teams.
+ Write internal reports covering defect investigations such as 8D.
+ Write Customer Technical Reports following the standard format and guidance.
+ Cooperate with Repairs team in complex investigations.
+ Open and monitor non-conformities tickets on product issues as necessary and support Containment/Corrective Actions
+ Interface with various Quality teams (Regional quality, Manufacturing quality, Supplier quality etc.) as necessary
+ Collaborate with R&D: Align investigation findings with future design enhancements to GA products.
+ Performing all activities, especially in Laboratory areas, in compliance with the Environmental, Health and Safety (EHS) guidelines.
Skills & Experience:
**Required Qualifications**
+ Bachelor's Degree in Engineering (Electrical Engineering, Electronics & Communications or closely related discipline).
+ Advanced and demonstrated years of experience with protection devices / embedded systems used in electrical networks.
+ Ability and willingness to travel (globally) up to 25% of time.
**Desired Characteristics**
+ Knowledge of and experience with state-of-the-art tools and techniques for testing, troubleshooting, and analysing numerical relay hardware.
+ Fluent in English. Other languages may be valued.
+ Excellent oral and written communication skills.
+ Team worker.
+ Lead initiatives of moderate scope and impact.
+ Ability to manage multiple customer support activities simultaneously.
+ Effective problem identification and solution skills.
+ Flexibility and capability to adapt to different business needs in the job.
**About Us:**
At GE Vernova - Grid Automation, you will have the opportunity to work on cutting-edge projects that shape the future of energy. We offer a collaborative environment where your expertise will be valued, and your contributions will make a tangible impact. Join us and be part of a team that is driving innovation and excellence in control systems.
**Why Join GE Vernova-Grid Automation?**
This role is an excellent opportunity for an experienced protection engineer looking to step into a leadership role, helping shape the structure, quality, and efficiency of protection engineering delivery within a growing team.
**Apply today and help us lead the way in renewable energy solutions!**
GE Vernova is a world leader in the energy solutions market with a portfolio of energy businesses across the globe. Grid Solutions provides equipment, systems, and services to bring power reliably and efficiently from the point of generation to end power consumers. We electrify the world with advanced grid technologies and accelerate the energy transition - and we want you to be part of that change and enjoy imagination at work.
If you are ready to make a difference and usher in a new era of clean, reliable energy, come join us.
**About** **GEV** **Grid Solutions:**
At GEV Grid Solutions we are electrifying the world with advanced grid technologies. As leaders in the energy space our goal is to accelerate the transition for a more energy efficient grid to full fill the needs of tomorrow. With a focus on growth and sustainability GE Grid Solutions plays a pivotable role in integrating Renewables onto the grid to drive to carbon neutral. In Grid Solutions we help enable the transition for a greener more reliable Grid. GE Grid Solutions has the most advanced and comprehensive product and solutions portfolio within the energy sector.
**Why we come to work:**
At GEV, our engineers are always up for the challenge - and we're always driven to find the best solution. Our projects are unique and interesting, and you'll need to bring a solution-focused, positive approach to each one to do your best. Surrounded by committed, loyal colleagues, if you can dare to bring your ingenuity and desire to make an impact, you'll be exposed to game-changing, diverse projects that truly allow you to play your part in the energy transition.
**What we offer:**
A key role in a dynamic, international working environment with a large degree of flexibility of work agreements
Competitive benefits, and great development opportunities - including private health insurance.
**Additional Information**
**Relocation Assistance Provided:** No
GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Our client is looking for a dedicated and technically proficient Senior Customer Support Specialist to join their growing team. This role involves providing exceptional support for their range of innovative hardware products, blending remote and in-office collaboration.

As a Senior Customer Support Specialist, you will be the first point of contact for customers experiencing technical issues with our hardware. You will diagnose, troubleshoot, and resolve problems, ensuring a high level of customer satisfaction. This role requires a strong understanding of technical concepts, excellent communication skills, and a proactive approach to problem-solving.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate technical assistance.
• Diagnose and troubleshoot hardware malfunctions, guiding customers through resolution steps.
• Escalate complex technical issues to higher-level support or engineering teams when necessary, providing detailed case notes.
• Document customer interactions, solutions, and product feedback in the CRM system.
• Develop and maintain a deep understanding of our product line, including hardware specifications and common issues.
• Create and update support documentation, FAQs, and knowledge base articles.
• Identify trends in customer issues and provide feedback to product development teams for continuous improvement.
• Train and mentor junior support staff, sharing expertise and best practices.
• Participate in team meetings and contribute to process improvements within the support department.

Qualifications and Experience:

• Proven experience in a customer service or technical support role, preferably with hardware products.
• Strong understanding of computer hardware components and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency in using helpdesk software and CRM systems.
• Ability to manage multiple support tickets simultaneously and prioritize effectively.
• A patient and empathetic approach to customer interactions.
• Experience in a lead or senior support role is highly desirable.
• Familiarity with ITIL best practices is a plus.

This is a fantastic opportunity to be part of a forward-thinking company and make a tangible impact on customer experience. The role requires attendance at our **Norwich, Norfolk, UK** office on a hybrid basis, with specific days to be agreed upon.

Our client is seeking a dedicated and technically adept Senior Customer Support Specialist to join their team in Aberdeen, Scotland, UK . In this vital role, you will be the primary point of contact for customers experiencing issues with our sophisticated technical hardware products. You will leverage your deep understanding of hardware diagnostics, troubleshooting, and customer service best practices to resolve complex issues efficiently and effectively. This role requires a blend of technical prowess, problem-solving skills, and exceptional interpersonal abilities.

Key Responsibilities:

• Provide expert-level technical support to customers via phone, email, and chat regarding hardware malfunctions and operational queries.
• Diagnose and troubleshoot complex hardware issues, utilizing advanced diagnostic tools and methodologies.
• Guide customers through step-by-step resolutions, ensuring clear and concise communication.
• Escalate unresolved issues to appropriate engineering or product teams, providing detailed documentation and context.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring technical issues and provide feedback to the product development team for potential improvements.
• Train and mentor junior support staff, sharing expertise and best practices.
• Manage customer expectations and ensure timely resolution of support tickets.
• Contribute to the continuous improvement of support processes and customer satisfaction initiatives.
• Handle sensitive customer interactions with professionalism and empathy.

Qualifications:

• HNC/HND or Bachelor's degree in Electronics, Computer Engineering, IT, or a related technical field.
• A minimum of 5 years of experience in technical hardware support or a similar customer-facing technical role.
• Proven ability to diagnose and troubleshoot complex hardware problems across various product lines.
• In-depth knowledge of computer hardware components, networking principles, and operating systems (Windows, macOS, Linux).
• Experience with diagnostic software and hardware testing tools.
• Exceptional communication and active listening skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical abilities, with a systematic approach to issue resolution.
• Experience in a senior or lead support role, demonstrating mentoring capabilities.
• Ability to work effectively in a fast-paced, dynamic environment.
• Proficiency in using CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• This hybrid role allows for a blend of in-office collaboration at our Aberdeen location and remote work flexibility.