368 Technical Analyst City Of London jobs in London

Life’s Good at LG

At LG, we deliver products and services that make lives better, easier and happier though increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good” – from home appliances, consumer electronics and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.

We strongly believe that our people’s competitive spirit, proactive leadership, and expertise helps drive the company forward. As such, LG is the right place for you if:

• You are a smart cookie. You like to dig into the data and find creative solutions.
• You are motivated and driven. You thrive on a challenge and want to be No. 1.
• You are a people person. You like helping people out and you want to understand where they’re coming from.
• You’re honest and you will speak up (politely of course), but you do it because you care and because it’s the right thing to do.

Overview

We are looking for a skilled engineer with field repair experience to join us as the Technical Support Engineer (Field Based) for all Home Entertainment products.

LGEUK is an ever growing company in the market place; as such the ability to manage change in line with this growth is the key to its future success, through continuous development in customer service offering.

LGEUK service relies heavily upon a small number of product specific service providers who carry out a high percentage of the total repair volume.

The management of these repairers is critical, with regular reporting or KPI management required. Some areas of the service dept can interface with repairers and this can lead to confusion on both parts regarding the correct contact points for any specific issues.

As LGEUK grows within the market there will be an increasing need to optimise its current repair network, bringing with it the need for reliable controlled evaluation of prospective new companies. Working with the Service Network Manager, Customer Service Operation Team Leader and Customer Service Director, part of your remit will be ensuring that our customers receive continued high level quality service.

The position is based at our Weybridge Head Office with travel required to our warehouse in Milton Keynes. Additional travel will be required a few times a year to the European Service Academy (EU training centre is in Holland), the European TV manufacturing plant in Poland and to our training academy in Korea every 2 years.

Role & Responsibilities

• To act as the main contact point between the major Authorised repair Companies (ASCs) and LGEUK
• To monitor, report and influence the performance of ASC’s
• To develop the repair network as required.
• To develop existing KPI reporting from ASC’s
• To ensure ASC’s perform against contracts and agreed KPI’s
• Understand and react to Service scorecard results.
• Be pro-active and look for opportunities to improve.
• To Identify and bring new ASC’s on line as required by the business.
• To act as a single point of contact for the ASC network.
• To review and rationalise small repairers.
• Liaise and work with WIP team colleagues daily in order to facilitate quick efficient job management.
• Be able to support when required other Service members with activities like job management, conference calls, shared knowledge etc
• Some technical understanding and ability is desirable but the role should not include the need to physically repair products.
• Travel to all areas of the UK should be expected, so the candidate must hold a relatively clean driving license and be flexible in working hours and patterns.

Skills, Education & Experience

• Skilled Engineer with over 5 years experience
• Good depth of knowledge of consumer electronics goods markets
• Familiar with Excel and Microsoft office
• Understand and analyse service data such as RTAT etc
• Have a flexible and logical approach to work and be strongly self motivated.
• Comfortable with change as LGEUK service is an ever changing environment.
• Ability to negotiate at different levels
• Customer focused
• Contract management
• Driving licence is essential

Benefits

• 9% Pension Contribution
• Private Healthcare for Employee & Family
• 25 Days’ Annual Leave (+ Public Holidays)
• Staff Discount
• Subsidised Cafeteria

Equal Opportunities for All

LG Electronics U.K. Ltd is an equal opportunities employer. We welcome applications from all suitable persons regardless of race, sex, disability, religion/belief, sexual orientation or age.

Right to Work

Please note: to be considered for this role, applicants must already possess the right to work legally in the United Kingdom.

• Lead and manage a remote technical support team for SaaS products.
• Oversee daily operations of the support department, including ticket management and response times.
• Provide escalated technical support and troubleshooting for complex customer issues.
• Develop and maintain support documentation, including FAQs and knowledge base articles.
• Train, coach, and mentor support engineers to enhance their skills and performance.
• Monitor support metrics and identify areas for process improvement.
• Collaborate with product, engineering, and sales teams to resolve issues and provide feedback.
• Ensure high levels of customer satisfaction and retention.
• Manage customer escalations and communicate effectively with clients.
• Contribute to the development of support strategies and best practices.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support, with at least 2-3 years in a leadership or supervisory role.
• Strong understanding of SaaS technologies, web applications, and cloud infrastructure.
• Experience with support ticketing systems (e.g., Zendesk, Intercom, Jira Service Management).
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage and motivate a remote team effectively.
• Customer-focused mindset with a passion for delivering excellent service.

One of our wonderful clients have re-engaged and I am now looking for a 2nd Line Technical Support Engineer to join their ever-growing team.

You will need to have very strong desktop support skills and have good network knowledge and experience including managed switches, VLANs, Wi-fi and firewalls.

Strong communication and customer service skills are essential as much of the role will be customer f.

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• Provide high-level technical support for cloud-based software applications via email, chat, and phone.
• Diagnose and resolve complex technical issues, including software bugs, configuration problems, and performance issues.
• Troubleshoot network connectivity, server-side issues, and client-side application problems.
• Escalate unresolved issues to appropriate engineering and development teams, providing detailed information.
• Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Identify recurring issues and provide feedback to product development teams for product improvement.
• Manage customer support tickets efficiently, ensuring timely resolution and high customer satisfaction.
• Assist in onboarding new clients by providing initial technical setup guidance.
• Mentor and train junior support staff on technical aspects and best practices.
• Proactively monitor system health and performance to identify potential issues.
• Stay up-to-date with the latest advancements in cloud technology and our product offerings.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
• Proven expertise in supporting cloud platforms (e.g., AWS, Azure, Google Cloud) and SaaS applications.
• Strong understanding of networking concepts (TCP/IP, DNS, HTTP/S, firewalls).
• Proficiency in operating systems (Windows, Linux).
• Experience with scripting languages (e.g., Python, PowerShell) is a plus.
• Excellent analytical and problem-solving skills.
• Exceptional written and verbal communication skills.
• Customer-focused mindset with a strong commitment to service excellence.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is required.
• IT certifications such as CompTIA A+, Network+, or cloud-specific certifications are advantageous.

• Provide advanced technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex technical issues related to our products/services.
• Guide customers through product functionalities, settings, and best practices.
• Diagnose and identify the root cause of technical problems.
• Escalate complex or unresolved issues to higher-level support teams or engineering.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of our product suite and technical specifications.
• Create and update knowledge base articles, FAQs, and troubleshooting guides.
• Identify trends in customer issues and provide feedback to product development and QA teams.
• Train and mentor junior customer service representatives.
• Ensure timely and effective resolution of customer inquiries within service level agreements (SLAs).
• Contribute to improving customer support processes and efficiency.
• Gather customer feedback and identify opportunities for service improvement.
• Maintain a high level of professionalism and customer service excellence.
• Participate in ongoing training to stay updated on product features and technical updates.

• Proven experience in a technical support or customer service role, preferably in a senior capacity.
• Strong technical aptitude and ability to quickly learn new software and hardware.
• Excellent troubleshooting and problem-solving skills.
• Proficiency with CRM software and ticketing systems.
• Strong communication, listening, and interpersonal skills.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Patience, empathy, and a customer-focused attitude.
• Ability to manage multiple priorities and work effectively under pressure.
• Proficiency in using remote support tools.
• Experience with our specific product/service technology is a significant advantage.
• Ability to work independently and manage time effectively in a remote setting.
• A reliable internet connection and a dedicated home workspace.