50 IT Support Engineer jobs in Andover
Technical Support Advisor (Great Training)
Andover, South East
Rise Technical Recruitment Limited
Posted today
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Job Description
Job Description
Technical Support Advisor (Great Training)
£26,000 - £28,000 + Full Training + Close Knit Team + 25 Days Holiday + Company Bonus + Flexitime + Head Insurance + Monday - Friday, 37.5 hours + Progression
Commutable from Andover, Basingstoke, Thatcham, Marlborough, Devizes, Warminster, Salisbury, Winchester, Eastleigh, Romsey, Farnham, Newbury, Whitchurch, and surrounding areas
Are you an outgoing custo.
ZIPC1_UKTJ
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0
Lead Technical Support Engineer
SO14 1AA Southampton, South East
£35000 Annually
WhatJobs
Posted 9 days ago
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Job Description
Our client, a rapidly growing technology company, is looking for a Lead Technical Support Engineer to spearhead their customer service operations. This is a fully remote role, offering you the flexibility to work from your preferred location while providing essential support to our valued users. You will be responsible for leading a team of support specialists, ensuring timely and effective resolution of technical issues, and maintaining high levels of customer satisfaction. Key duties include troubleshooting complex software and hardware problems, developing and documenting support procedures, training junior support staff, and identifying trends to improve product stability. The ideal candidate will possess a deep understanding of IT systems, excellent problem-solving skills, and a passion for customer advocacy. A minimum of 5 years' experience in a technical support role, with at least 2 years in a team lead or supervisory capacity, is required. Proficiency in diagnosing network issues, operating systems (Windows, macOS, Linux), and common business applications is essential. You must have exceptional communication skills, both written and verbal, to effectively interact with customers of varying technical expertise. This role requires a proactive and self-motivated individual who can manage their time effectively and thrive in a remote work environment. You will be instrumental in shaping the customer support experience and contributing to the overall success of the company. The opportunity is based remotely, but the team is oriented around our hub in **Southampton, Hampshire, UK**. If you are a technical expert with a customer-centric mindset and a desire to lead, we encourage you to apply.
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1
Senior Technical Support Engineer
SO14 0AA Southampton, South East
£55000 Annually
WhatJobs
Posted 9 days ago
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Job Description
Our client is seeking a highly skilled and dedicated Senior Technical Support Engineer to join their fully remote team, providing exceptional technical assistance to customers worldwide. This role is critical in resolving complex technical issues, ensuring customer satisfaction, and contributing to the improvement of our products and services. The ideal candidate will possess a deep understanding of software and hardware, excellent problem-solving abilities, and a passion for helping users overcome technical challenges.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for complex software and hardware issues via phone, email, and chat.
- Diagnose, document, and resolve customer issues, ensuring timely and effective resolutions.
- Escalate unresolved issues to appropriate engineering or development teams, providing detailed information for rapid problem-solving.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and FAQs.
- Assist in the testing and validation of new software releases and product updates.
- Train and mentor junior support staff, sharing expertise and best practices.
- Monitor support queues and manage workload effectively to meet or exceed service level agreements (SLAs).
- Identify recurring issues and collaborate with product management and development teams to implement long-term solutions and product improvements.
- Contribute to the continuous improvement of support processes, tools, and customer experience.
- Proactively communicate with customers regarding issue status and resolution progress.
- Participate in on-call rotation as needed.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in a technical support or helpdesk role, with at least 2 years in a senior or lead capacity.
- Proven expertise in troubleshooting complex software, hardware, and network issues.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and cloud technologies.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent analytical, problem-solving, and debugging skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Customer-focused mindset with a strong commitment to delivering outstanding support.
- Experience in scripting or programming languages is a plus.
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2
Senior Technical Support Engineer
SO14 1AA Southampton, South East
£35000 Annually
WhatJobs
Posted 14 days ago
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Job Description
Our client, a rapidly growing software company specialising in enterprise solutions, is seeking a highly skilled Senior Technical Support Engineer to join their dedicated customer service team. Based in **Southampton, Hampshire**, this role is crucial for ensuring our clients receive timely, expert assistance with our complex software products. You will be responsible for troubleshooting advanced technical issues, providing in-depth product support, and contributing to the overall customer satisfaction and retention. This is a fantastic opportunity for an experienced support professional looking to take on greater responsibility and contribute to a collaborative team environment.
Responsibilities:
Qualifications:
This is an excellent opportunity for a seasoned technical professional to join a growing company and make a tangible impact on customer success. Our client offers a competitive salary, comprehensive benefits, and a supportive team environment.
Responsibilities:
- Provide Tier 2 and Tier 3 technical support to customers via phone, email, and ticketing systems, addressing complex software issues.
- Diagnose, troubleshoot, and resolve software malfunctions, hardware compatibility issues, and integration challenges.
- Escalate unresolved issues to development or engineering teams with detailed diagnostic information.
- Document all support interactions, troubleshooting steps, and resolutions in the CRM/ticketing system.
- Develop and maintain technical documentation, knowledge base articles, and FAQs to empower customers and internal teams.
- Conduct remote or on-site training sessions for customers on product features and best practices.
- Act as a subject matter expert for specific product modules, providing guidance to junior support staff.
- Identify recurring issues and provide feedback to product development teams for product improvement.
- Monitor system performance and identify potential issues before they impact customers.
- Manage customer expectations and ensure timely resolution of support tickets.
- Contribute to service improvement initiatives and process enhancements.
- Participate in on-call rotation for urgent support needs.
- Build strong relationships with key customer accounts, ensuring their technical needs are met.
- Assist in the testing of new software releases and patches.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in a technical support or customer service role, preferably within a software or IT services company.
- Proven ability to diagnose and resolve complex technical software issues.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, VPN), and database technologies (SQL).
- Experience with scripting languages (e.g., PowerShell, Python) is a significant advantage.
- Excellent problem-solving, analytical, and critical-thinking skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts clearly.
- Ability to work effectively under pressure and manage multiple priorities.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- A proactive and customer-centric approach to support.
- Ability to work collaboratively within a team.
- Willingness to travel occasionally for on-site support or training if required.
This is an excellent opportunity for a seasoned technical professional to join a growing company and make a tangible impact on customer success. Our client offers a competitive salary, comprehensive benefits, and a supportive team environment.
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3
Senior Technical Support Engineer
SO14 0AA Southampton, South East
£55000 Annually
WhatJobs
Posted 22 days ago
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Job Description
Our client is seeking a highly experienced and dedicated Senior Technical Support Engineer to join their global technology team. This is a fully remote position, offering the ultimate flexibility to work from anywhere in the UK. You will be the primary point of contact for complex technical issues, providing advanced troubleshooting, in-depth analysis, and timely resolution for their enterprise software solutions. This role demands exceptional problem-solving skills, a deep understanding of IT infrastructure, and a passion for delivering outstanding customer support.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide expert-level technical support and troubleshooting for complex software and system issues via remote channels (email, chat, phone, remote desktop).
- Analyze and diagnose root causes of technical problems, escalating to engineering teams when necessary with detailed documentation.
- Develop and maintain comprehensive knowledge base articles, troubleshooting guides, and FAQs.
- Guide and mentor junior support engineers, sharing knowledge and best practices.
- Manage customer escalations, ensuring timely and effective resolution of critical issues.
- Proactively identify trends in support requests and recommend product improvements or service enhancements.
- Collaborate with product development and QA teams to report bugs and track resolutions.
- Contribute to the continuous improvement of support processes and tools.
- Participate in on-call rotation as required to provide 24/7 support coverage.
- Ensure high levels of customer satisfaction through prompt, professional, and effective communication.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, system administration, or a similar IT role, with at least 2 years in a senior capacity.
- Strong understanding of operating systems (Windows, Linux), networking concepts (TCP/IP, DNS, DHCP), and database technologies (SQL).
- Experience with enterprise software support, cloud platforms (AWS, Azure), and virtualization technologies.
- Excellent analytical and problem-solving skills, with a methodical approach to troubleshooting.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to manage multiple priorities and work independently in a remote setting.
- Experience with scripting languages (e.g., PowerShell, Python) is a significant advantage.
- Familiarity with ITIL best practices is desirable.
- This is a fantastic opportunity for a seasoned technical professional seeking a fully remote role, allowing them to leverage their expertise in customer support from anywhere within the UK.
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4
Technical Support Engineer (Tier 2)
SO14 5QF Southampton, South East
£30000 Annually
WhatJobs
Posted 4 days ago
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Job Description
Our client, a leading provider of IT solutions, is seeking a highly skilled and customer-focused Technical Support Engineer (Tier 2) to join their dynamic team. This role is crucial for providing advanced technical assistance to their client base, resolving complex issues, and ensuring customer satisfaction. The position is based in Southampton, Hampshire, UK .
Key Responsibilities:
Key Responsibilities:
- Respond to and resolve escalated technical support requests from Tier 1 support.
- Diagnose and troubleshoot complex hardware, software, and network issues.
- Provide in-depth technical support for a range of products and services.
- Document all support interactions, resolutions, and technical procedures in the ticketing system.
- Collaborate with development and engineering teams to identify and resolve product defects.
- Create and update technical documentation, knowledge base articles, and FAQs.
- Provide training and guidance to Tier 1 support staff.
- Maintain high levels of customer satisfaction by delivering timely and effective solutions.
- Perform remote diagnostics and troubleshooting for clients.
- Escalate unresolved issues to higher-level support teams or vendors.
- Participate in on-call rotation to provide after-hours support as needed.
- Stay current with product updates, new technologies, and industry best practices.
- Contribute to the continuous improvement of support processes and tools.
- Assist with system administration tasks and network monitoring.
- Manage multiple support tickets simultaneously, prioritizing urgent issues.
- Proven experience as a Technical Support Engineer or similar role, with at least 3 years in Tier 2 support.
- Strong understanding of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common applications.
- Experience with specific hardware and software relevant to the company's products.
- Excellent diagnostic and problem-solving skills.
- Proficiency in using remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and as part of a team.
- Customer-focused attitude with a commitment to resolving issues effectively.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are highly desirable.
- Experience with cloud platforms (AWS, Azure) is a plus.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
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5
Senior Technical Support Engineer (Remote)
SO14 1 Southampton, South East
£48000 Annually
WhatJobs
Posted 6 days ago
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Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer to join their fully remote global support team. This position is crucial for providing advanced technical assistance and troubleshooting for complex client issues across a range of cutting-edge software products. The ideal candidate will possess deep technical expertise, exceptional problem-solving abilities, and a strong commitment to customer satisfaction. You will be responsible for diagnosing and resolving intricate technical problems, providing detailed explanations and solutions to clients, and escalating issues when necessary. This role involves working directly with customers through various communication channels, including phone, email, and live chat, offering expert guidance and support. Key responsibilities include maintaining detailed records of customer interactions and technical issues, contributing to the knowledge base by documenting solutions and troubleshooting guides, and identifying recurring issues to provide feedback for product improvement. The Senior Technical Support Engineer will also mentor junior support staff, conduct training sessions, and contribute to the development of support processes and best practices. You will be expected to manage your workload efficiently, prioritize critical issues, and ensure timely resolution of customer problems. This role requires a proactive approach to identifying potential problems and offering preventative solutions. Staying up-to-date with product updates, new features, and industry best practices is essential. Excellent communication and interpersonal skills are paramount, as you will be interacting with a diverse clientele and internal development teams. This fully remote role offers the flexibility to work from anywhere within the UK, demanding a high degree of self-discipline and organizational skills.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for complex software issues.
- Diagnose, troubleshoot, and resolve customer-reported problems efficiently and effectively.
- Communicate technical solutions clearly and concisely to customers via various channels.
- Document all support interactions, technical issues, and resolutions in the ticketing system.
- Contribute to the creation and maintenance of the technical knowledge base.
- Identify trends in customer issues and provide feedback to product development teams.
- Mentor and guide junior support engineers, sharing expertise and best practices.
- Manage and prioritize a queue of technical support requests.
- Participate in on-call rotation for critical issue resolution.
- Ensure a high level of customer satisfaction through responsive and effective support.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Proven experience troubleshooting complex technical issues with SaaS products.
- Excellent analytical, problem-solving, and diagnostic skills.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote environment.
- Customer-focused attitude with a passion for delivering exceptional service.
- Experience in mentoring or leading junior team members is a plus.
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6
Senior Technical Support Engineer (Remote)
SO14 2NY Southampton, South East
£40000 Annually
WhatJobs
Posted 19 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS provider, is seeking an experienced Senior Technical Support Engineer to join their fully remote support team. This role is crucial for providing exceptional technical assistance to a diverse customer base, resolving complex issues, and ensuring customer satisfaction. You will be the first line of defense for intricate technical challenges, diagnosing software and hardware problems, and guiding users through effective solutions. As a Senior Engineer, you will also play a key role in mentoring junior support staff, contributing to the knowledge base, and identifying areas for product improvement based on customer feedback. The ideal candidate possesses a strong aptitude for troubleshooting, a deep understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications. Previous experience in a technical support or helpdesk environment, preferably within the IT or software industry, is essential. You should be proficient in using ticketing systems and remote support tools. Excellent communication skills, both written and verbal, are paramount, as you will be interacting with clients from various technical backgrounds. This is a fully remote position, requiring a dedicated home office setup and reliable internet connection. You will be an integral part of a collaborative team, contributing to the smooth operation of our client's services, supporting users anywhere in the UK. We are looking for individuals who are patient, methodical, and committed to delivering outstanding customer service, making a significant contribution to our client's success from your base near Southampton, Hampshire, UK .
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7
Senior Technical Support Engineer (Cloud Infrastructure)
SO14 0AA Southampton, South East
£55000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Technical Support Engineer to join their globally distributed team. This position is 100% remote, allowing you to work from any location within the UK. You will be the primary point of contact for resolving complex technical issues related to our cloud infrastructure and enterprise software solutions. Your responsibilities will include diagnosing, troubleshooting, and documenting sophisticated technical problems, often involving intricate network configurations, server environments, and application performance. You will collaborate closely with engineering, development, and operations teams to identify root causes and implement effective long-term solutions. This role demands a proactive approach to customer service, including providing timely updates, managing client expectations, and ensuring customer satisfaction. You will also contribute to the development of knowledge base articles, support documentation, and best practices to empower users and other support staff. A key part of this role involves analyzing support trends, identifying recurring issues, and recommending improvements to product stability and usability. You will be expected to manage escalations, provide mentorship to junior support engineers, and participate in on-call rotations. The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 6 years of experience in technical support or a similar role, with a strong emphasis on cloud technologies (AWS, Azure, GCP), virtualisation, and operating systems (Linux, Windows Server) is essential. Proficiency in scripting languages (e.g., Python, Bash) and experience with monitoring and logging tools are highly desirable. Excellent analytical, diagnostic, and problem-solving skills are critical. Outstanding communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences, are a must. If you are passionate about technology, thrive in a remote work environment, and are committed to delivering exceptional support, we want to hear from you.
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8
Senior Technical Support Engineer - SaaS Platforms
SO14 1AA Southampton, South East
£40000 Annually
WhatJobs
Posted 24 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Engineer to join their global, remote-first Customer Service & Helpdesk team. This role is crucial in providing advanced technical assistance and ensuring a superior support experience for our sophisticated SaaS platform users. You will be the primary point of contact for complex technical inquiries, troubleshooting, and issue resolution, working collaboratively with development and product teams. This position offers the flexibility of working entirely from home.
Key Responsibilities:
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support for our SaaS products via email, chat, and phone.
- Diagnose, troubleshoot, and resolve complex technical issues related to software functionality, integrations, and platform performance.
- Document all customer interactions, technical issues, and resolutions in our ticketing system.
- Create and maintain a knowledge base of common issues, solutions, and best practices.
- Collaborate with software development and QA teams to identify bugs, suggest improvements, and test fixes.
- Assist in onboarding new customers by providing in-depth technical guidance and training.
- Monitor system performance and proactively identify potential issues.
- Contribute to the continuous improvement of support processes and tools.
- Escalate critical issues to appropriate internal teams while managing customer expectations.
- Develop and deliver technical training sessions for junior support staff.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in a technical support or helpdesk role, preferably supporting SaaS applications.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and web technologies (HTTP, HTML, CSS, JavaScript).
- Experience with SQL for database querying and troubleshooting.
- Familiarity with APIs, web services, and system integrations.
- Strong analytical and problem-solving skills with meticulous attention to detail.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
- Proven ability to manage time effectively and prioritize tasks in a high-volume environment.
- Experience working in a remote team environment and using collaboration tools is essential.
- This role supports our client base globally, operating remotely from the Southampton, Hampshire, UK area.
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