19 Technical Support jobs in City of Aberdeen
Senior Technical Support Specialist
AB24 3JW Aberdeen, Scotland
£35000 Annually
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Job Description
Our client is seeking a highly skilled and dedicated Senior Technical Support Specialist to join their dynamic remote team. This is a pivotal role responsible for providing advanced technical assistance and troubleshooting to a diverse user base across the globe. You will be at the forefront of resolving complex technical issues, ensuring minimal disruption to operations and maintaining high levels of customer satisfaction. As a Senior Specialist, you will also play a key role in mentoring junior support staff, contributing to the development of support documentation, and identifying areas for process improvement. Your expertise will be crucial in managing escalated tickets, collaborating with engineering teams to diagnose and resolve software and hardware problems, and documenting solutions for future reference. The ideal candidate will possess a deep understanding of IT systems, networks, and various software applications. This role is a fully remote position, offering the flexibility to work from anywhere within the Aberdeen, Scotland, UK region or any other UK-based location. We are looking for individuals who are proactive, possess excellent communication skills, and thrive in a fast-paced, virtual environment. Your responsibilities will include diagnosing and resolving hardware and software issues, providing remote desktop support, managing user accounts and permissions, conducting root cause analysis for recurring problems, and contributing to the knowledge base. You will also be expected to stay updated on the latest technologies and best practices in technical support. A strong commitment to delivering exceptional service and a passion for problem-solving are essential. This is an excellent opportunity to advance your career in a supportive and forward-thinking organization.
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0
Senior Technical Support Engineer
AB10 1AH Aberdeen, Scotland
£35000 Annually
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Posted 3 days ago
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Our client is seeking a highly motivated and experienced Senior Technical Support Engineer to join their growing team. This role offers a hybrid working arrangement, combining the flexibility of remote work with the collaborative benefits of office-based collaboration in **Aberdeen, Scotland, UK**. You will be a key point of contact for complex technical issues, providing advanced troubleshooting and resolution for our client's diverse range of software and hardware products. Your responsibilities will include diagnosing and resolving intricate technical problems, escalating issues when necessary to development or engineering teams, and documenting solutions thoroughly.
You will be responsible for managing and prioritising a queue of support tickets, ensuring timely and effective resolution of customer issues. A significant part of the role involves developing and maintaining technical documentation, knowledge base articles, and training materials to empower both customers and junior support staff. You will also contribute to the continuous improvement of support processes and tools, identifying trends and suggesting enhancements to product stability and user experience. The ideal candidate will have a proven track record in technical support, with exceptional problem-solving skills and a deep understanding of IT infrastructure, networking concepts, and operating systems.
Strong communication and interpersonal skills are essential, as you will be interacting with customers of varying technical expertise. You should be adept at explaining complex technical concepts in a clear and concise manner. Experience in managing customer escalations and providing exceptional customer service is paramount. This role requires a proactive individual who can work both independently and as part of a team, contributing to a positive and supportive work environment. You will have the opportunity to mentor junior support engineers, sharing your expertise and best practices. We are looking for someone who is passionate about technology and dedicated to delivering outstanding technical support. This is an excellent opportunity to advance your career in a challenging and rewarding hybrid role.
Key Responsibilities:
You will be responsible for managing and prioritising a queue of support tickets, ensuring timely and effective resolution of customer issues. A significant part of the role involves developing and maintaining technical documentation, knowledge base articles, and training materials to empower both customers and junior support staff. You will also contribute to the continuous improvement of support processes and tools, identifying trends and suggesting enhancements to product stability and user experience. The ideal candidate will have a proven track record in technical support, with exceptional problem-solving skills and a deep understanding of IT infrastructure, networking concepts, and operating systems.
Strong communication and interpersonal skills are essential, as you will be interacting with customers of varying technical expertise. You should be adept at explaining complex technical concepts in a clear and concise manner. Experience in managing customer escalations and providing exceptional customer service is paramount. This role requires a proactive individual who can work both independently and as part of a team, contributing to a positive and supportive work environment. You will have the opportunity to mentor junior support engineers, sharing your expertise and best practices. We are looking for someone who is passionate about technology and dedicated to delivering outstanding technical support. This is an excellent opportunity to advance your career in a challenging and rewarding hybrid role.
Key Responsibilities:
- Provide advanced technical support for software and hardware products.
- Diagnose, troubleshoot, and resolve complex technical issues.
- Manage and prioritise support tickets, ensuring timely resolution.
- Develop and maintain technical documentation and knowledge base articles.
- Escalate issues to appropriate teams when necessary.
- Mentor and guide junior technical support engineers.
- Contribute to the improvement of support processes and tools.
- Ensure high levels of customer satisfaction through exceptional service.
- Collaborate with development and engineering teams on product improvements.
- Proven experience in a senior technical support role.
- Strong understanding of IT systems, networking, and operating systems.
- Excellent troubleshooting and problem-solving skills.
- Exceptional customer service and communication skills.
- Experience with ticketing systems and knowledge base management.
- Ability to work effectively in a hybrid environment.
- Relevant IT certifications (e.g., CompTIA A+, Network+, MCSE) are a plus.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
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1
Technical Support Team Lead
AB11 6AY Aberdeen, Scotland
£35000 Annually
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Posted 4 days ago
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Job Description
Our client is looking for an experienced and dedicated Technical Support Team Lead to manage their customer service and technical assistance operations in Aberdeen, Scotland, UK . This role is vital for ensuring that clients receive prompt, effective, and high-quality technical support for our range of products and services. You will be responsible for leading a team of technical support specialists, overseeing daily operations, resolving complex customer issues, and contributing to the continuous improvement of support processes. The ideal candidate will have a strong technical aptitude, excellent customer service skills, and proven experience in team management and workflow optimization.
Key Responsibilities:
Key Responsibilities:
- Lead, manage, and mentor a team of technical support specialists, fostering a high-performance culture.
- Oversee the daily operations of the technical support desk, ensuring efficient ticket management and resolution.
- Provide advanced technical support and troubleshooting for complex customer issues.
- Develop and implement support procedures, policies, and best practices to enhance service delivery.
- Monitor key performance indicators (KPIs) for the support team (e.g., response times, resolution rates, customer satisfaction) and report on performance.
- Train and onboard new support staff, ensuring they have the necessary skills and knowledge.
- Act as a point of escalation for customer issues that cannot be resolved by junior team members.
- Collaborate with other departments (e.g., Engineering, Product Development) to address product issues and improve customer experience.
- Maintain accurate documentation of support issues, solutions, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product and development teams for product improvement.
- Ensure high levels of customer satisfaction through proactive communication and effective problem-solving.
- Proven experience in a technical support role, with at least 2 years in a team lead or supervisory position.
- Strong technical aptitude and the ability to troubleshoot a wide range of software and hardware issues.
- Excellent customer service skills and a passion for helping others.
- Demonstrated leadership and team management abilities.
- Proficiency in helpdesk software and CRM systems.
- Strong understanding of ITIL best practices is desirable.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work under pressure and manage multiple priorities effectively.
- Experience in a specific industry relevant to the client's products/services is a plus.
- A degree or HND in IT, Computer Science, or a related field is preferred.
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2
Senior Technical Support Engineer
AB10 1AA Aberdeen, Scotland
£45000 Annually
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Posted 5 days ago
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Job Description
Our client is seeking a dedicated and experienced Senior Technical Support Engineer to join their fully remote global support team. This role is critical in providing advanced technical assistance and troubleshooting for complex software and hardware issues. You will be the escalation point for challenging technical problems, requiring in-depth knowledge of our client's product suite and underlying technologies. Responsibilities include diagnosing, documenting, and resolving intricate technical incidents, often requiring root cause analysis and collaboration with development and product teams. This remote position demands excellent problem-solving abilities, strong analytical skills, and a passion for customer satisfaction. You will contribute to building and maintaining our knowledge base, creating technical documentation, and providing training to junior support staff. The ideal candidate will have a proven history of resolving technical issues in a timely and efficient manner, often under pressure. Superior communication skills are essential for interacting with customers of varying technical backgrounds via multiple channels (email, phone, chat). Experience with CRM systems and ticketing platforms is required. This is a fully remote role, ideal for self-motivated individuals who thrive in an independent work environment, but also excel at collaborating virtually. The job location is associated with Aberdeen, Scotland, UK , but the role is offered on a fully remote basis, allowing you to work from any location within the UK. A Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience, is necessary. Certifications in relevant technologies are a plus. You will be instrumental in ensuring a high level of customer satisfaction and loyalty by providing exceptional technical support. We are looking for individuals who are proactive, detail-oriented, and committed to continuous learning in a rapidly evolving technology landscape. Our client values a collaborative spirit and a dedication to excellence in customer service.
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3
Lead Technical Support Engineer - Remote
AB10 1AR Aberdeen, Scotland
£55000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking a highly skilled and experienced Lead Technical Support Engineer to join their dedicated, remote-first support team. This role is crucial for providing advanced technical assistance to customers, troubleshooting complex issues, and ensuring the optimal performance of our client's cutting-edge products and services. As a Lead, you will not only handle escalated customer inquiries but also mentor and guide junior support engineers, contributing to their professional development and ensuring high-quality service delivery. You will be responsible for developing and maintaining comprehensive technical documentation, knowledge base articles, and training materials to empower both the support team and our user base. The ideal candidate will possess a profound understanding of (mention a specific technology area relevant to the fictional company, e.g., cloud infrastructure, enterprise software, networking protocols), exceptional problem-solving skills, and the ability to diagnose and resolve intricate technical challenges efficiently. Experience with remote support tools, ticketing systems (e.g., Zendesk, Jira Service Management), and remote diagnostic utilities is a must. You will collaborate closely with engineering and product development teams to provide valuable feedback, identify recurring issues, and contribute to product improvements. This role demands excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to users of varying technical expertise. Proactive engagement in identifying trends in support requests and developing preventative solutions will be highly valued. This is an outstanding opportunity for a seasoned technical support professional to take on a leadership role within a dynamic, globally distributed team, contributing significantly to customer satisfaction and product success. If you are a passionate problem-solver with a strong technical background and are looking for a challenging remote opportunity, with a connection to **Aberdeen, Scotland, UK**, we welcome your application.
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4
Senior Technical Support Engineer (Remote)
AB25 1ZN Aberdeen, Scotland
£45000 Annually
WhatJobs
Posted 5 days ago
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Job Description
Our client is seeking a highly experienced and dedicated Senior Technical Support Engineer to join their expanding customer service and helpdesk team. This is a fully remote role, allowing you to provide exceptional technical assistance to a global user base from the comfort of your home. You will be responsible for resolving complex technical issues, providing expert guidance, and contributing to the continuous improvement of our support processes and documentation. The ideal candidate will possess a deep understanding of IT systems, strong troubleshooting skills, and a passion for delivering outstanding customer service. You will serve as a key point of contact for escalated technical queries and mentor junior support staff.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for software and hardware issues via phone, email, and chat.
- Diagnose and resolve complex technical problems, escalating issues to development or engineering teams when necessary.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides.
- Assist in the training and mentoring of junior technical support staff.
- Monitor support queues and ensure timely resolution of customer issues according to service level agreements (SLAs).
- Identify recurring technical issues and provide feedback to product development teams for future improvements.
- Contribute to the design and implementation of support tools and workflows.
- Manage customer expectations and ensure a high level of customer satisfaction.
- Participate in on-call rotation to provide after-hours support as needed.
- Stay up-to-date with product updates, new features, and industry best practices.
- Conduct root cause analysis for critical incidents and document solutions.
- Collaborate with cross-functional teams to ensure a seamless customer experience.
- Proven experience in a senior technical support or helpdesk role.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Strong troubleshooting and problem-solving skills with a logical approach.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to users of varying technical abilities.
- Experience with CRM or ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to manage multiple priorities and work effectively under pressure.
- Experience in mentoring or leading a support team is highly desirable.
- Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
- Demonstrated commitment to customer service excellence.
- Ability to work independently and manage workload effectively in a remote environment.
- Familiarity with the IT landscape in Aberdeen, Scotland, UK and surrounding areas is helpful, but the role is entirely remote.
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5
Senior Technical Support Engineer (Tier 3)
AB10 1AA Aberdeen, Scotland
£40000 Annually
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Posted 3 days ago
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Job Description
Our client, a rapidly growing software solutions provider, is looking for a highly skilled Senior Technical Support Engineer (Tier 3) to join their esteemed team in Aberdeen, Scotland, UK . This pivotal role involves providing advanced technical assistance and troubleshooting for complex software issues reported by clients. You will be the primary escalation point for issues that cannot be resolved by Tier 1 and Tier 2 support teams. The ideal candidate will possess a deep technical acumen, exceptional problem-solving abilities, and a strong customer-centric approach. Responsibilities include diagnosing and resolving intricate software defects, identifying root causes of recurring problems, and documenting solutions in a comprehensive knowledge base. You will also work closely with the product development and quality assurance teams to report bugs, suggest product enhancements, and contribute to the overall improvement of the software. This position requires a proactive attitude towards identifying potential issues before they impact users and contributing to proactive maintenance strategies. Excellent communication skills are essential to effectively interact with clients, understand their technical challenges, and guide them through complex solutions. You should be adept at managing multiple high-priority issues simultaneously while maintaining a high standard of service. A strong understanding of system administration, networking, and database concepts is highly desirable. Join us to make a significant impact on client satisfaction and the success of our innovative software products.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide expert-level technical support and troubleshooting for complex software issues.
- Act as the primary escalation point for advanced technical problems.
- Diagnose, troubleshoot, and resolve software defects and system malfunctions.
- Identify root causes of recurring issues and implement permanent solutions.
- Create and maintain detailed documentation for technical solutions and knowledge base articles.
- Collaborate with development and QA teams to report bugs and advocate for product improvements.
- Analyze system performance and recommend optimizations.
- Manage and prioritize support tickets effectively.
- Ensure timely and high-quality resolution of customer issues.
- Provide training and mentorship to junior support staff.
Qualifications:
- Proven experience as a Senior Technical Support Engineer or in a similar advanced support role.
- Deep understanding of software troubleshooting methodologies.
- Proficiency in diagnosing issues related to operating systems, databases, and networking.
- Experience with scripting or programming languages is a plus.
- Excellent analytical and problem-solving skills.
- Strong customer service and communication skills.
- Ability to work independently and as part of a team.
- Experience in a SaaS environment is highly desirable.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
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6
Senior Technical Support Specialist - SaaS Platform
AB10 1AB Aberdeen, Scotland
£55000 Annually
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Posted 4 days ago
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Job Description
Our client, a rapidly growing Software-as-a-Service (SaaS) provider, is seeking a highly skilled Senior Technical Support Specialist to join their global support team. This is a fully remote position, enabling you to work from anywhere within the UK. You will be the primary point of contact for high-priority customer inquiries, providing expert technical assistance and ensuring rapid resolution of complex issues related to our cutting-edge platform. Responsibilities include diagnosing and troubleshooting software defects, guiding users through advanced features and configurations, escalating unresolved issues to engineering teams with detailed documentation, and contributing to the knowledge base with comprehensive articles and FAQs. The ideal candidate will possess a strong technical background, with extensive experience in SaaS product support, ideally within enterprise software environments. Excellent diagnostic and problem-solving skills are paramount, along with a deep understanding of web technologies, databases, and API integrations. You should be adept at explaining technical concepts to both technical and non-technical users. Proven experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is required. Strong communication, both written and verbal, is essential for this role, as is the ability to manage multiple complex cases simultaneously in a fast-paced environment. This is a fully remote role, so self-discipline, excellent time management, and the ability to collaborate effectively in a virtual team are critical. You will play a key role in ensuring customer satisfaction and retention by delivering exceptional technical support. This is an outstanding opportunity to join a forward-thinking company and make a significant impact on customer success. Experience with specific technologies like SQL, cloud platforms (AWS, Azure), or scripting languages would be highly beneficial.
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7
Senior Technical Support Specialist - Cloud Services
AB10 1AA Aberdeen, Scotland
£45000 Annually
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Posted 4 days ago
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Job Description
Our client is a rapidly growing technology firm seeking a highly skilled and dedicated Senior Technical Support Specialist to join their fully remote, international support team. This role is crucial in providing exceptional technical assistance and ensuring the smooth operation of our client's cutting-edge cloud services for a global customer base. You will be the primary point of contact for complex technical issues, diagnosing problems, and implementing effective solutions in a timely manner.
Key Responsibilities:
Qualifications:
This is a 100% remote position, allowing you to work from anywhere within the UK. If you thrive in a fast-paced technical environment and are passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity near Aberdeen, Scotland, UK .
Key Responsibilities:
- Provide advanced technical support for cloud-based platforms, SaaS applications, and related infrastructure.
- Diagnose and resolve complex technical issues escalated from first-level support, including performance, connectivity, and configuration problems.
- Investigate, troubleshoot, and document intricate software and hardware issues, identifying root causes and implementing permanent fixes.
- Collaborate with engineering and product development teams to report bugs, suggest product improvements, and contribute to knowledge base articles.
- Develop and maintain comprehensive technical documentation, troubleshooting guides, and FAQs.
- Act as a subject matter expert for specific cloud services and technologies.
- Manage customer relationships, ensuring high levels of satisfaction through clear communication and proactive problem-solving.
- Participate in an on-call rotation to provide 24/7 support coverage when necessary.
- Continuously update technical knowledge and skills to stay current with evolving technologies.
- Contribute to the continuous improvement of support processes and tools.
Qualifications:
- 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 focused on cloud environments (e.g., AWS, Azure, GCP).
- In-depth knowledge of operating systems (Windows Server, Linux), networking protocols (TCP/IP, DNS, HTTP), and virtualization technologies.
- Experience with scripting languages (e.g., Python, PowerShell) for automation and troubleshooting is highly desirable.
- Familiarity with database systems (e.g., SQL, NoSQL).
- Proven ability to troubleshoot complex technical issues methodically and efficiently.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong customer service orientation and a passion for helping others.
- Ability to work independently and manage time effectively in a fully remote setting.
- Certifications such as AWS Certified SysOps Administrator, Azure Administrator Associate, or similar are a strong advantage.
This is a 100% remote position, allowing you to work from anywhere within the UK. If you thrive in a fast-paced technical environment and are passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity near Aberdeen, Scotland, UK .
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8
Remote Customer Support Specialist - Technical
AB10 1AB Aberdeen, Scotland
£28000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client is seeking dedicated and proactive Customer Support Specialists to join their fully remote team, supporting a growing user base from Aberdeen, Scotland, UK and beyond. As a Remote Customer Support Specialist, you will be the first point of contact for customers seeking assistance with our innovative products and services. This role demands excellent communication skills, a patient demeanor, and a strong aptitude for problem-solving in a virtual environment.
You will be responsible for handling a variety of customer inquiries via multiple channels, including email, live chat, and phone. This includes troubleshooting technical issues, guiding users through product features, processing requests, and escalating complex problems to the appropriate internal teams. A key aspect of this role is maintaining high customer satisfaction by providing timely, accurate, and empathetic support.
Responsibilities:
Qualifications:
This fully remote position offers the flexibility to work from anywhere, with a focus on results and team collaboration. Join us in delivering outstanding support to our valued customers.
You will be responsible for handling a variety of customer inquiries via multiple channels, including email, live chat, and phone. This includes troubleshooting technical issues, guiding users through product features, processing requests, and escalating complex problems to the appropriate internal teams. A key aspect of this role is maintaining high customer satisfaction by providing timely, accurate, and empathetic support.
Responsibilities:
- Respond promptly and professionally to customer inquiries across various communication platforms (email, chat, phone).
- Diagnose and resolve technical issues related to our software/hardware products, providing clear step-by-step instructions.
- Guide customers through product features, functionalities, and best practices.
- Document all customer interactions, issues, and resolutions accurately in our CRM system.
- Identify recurring customer issues and provide feedback to product and engineering teams for continuous improvement.
- Escalate complex or unresolved issues to senior support staff or relevant departments, ensuring a seamless handover.
- Contribute to the creation and maintenance of our knowledge base and FAQ resources.
- Proactively identify opportunities to enhance the customer experience and support processes.
- Adhere to company service level agreements (SLAs) and quality standards.
- Collaborate effectively with remote team members and other departments.
- Maintain a positive and helpful attitude in all customer interactions.
Qualifications:
- Proven experience in a customer support or helpdesk role, preferably in a technical environment.
- Excellent verbal and written communication skills, with the ability to articulate technical information clearly.
- Strong troubleshooting and problem-solving abilities.
- Familiarity with CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent; further technical certifications or degrees are a plus.
- A customer-centric mindset with a passion for delivering exceptional service.
- Proficiency in using standard office software and collaborative tools.
- Ability to adapt quickly to new technologies and product updates.
This fully remote position offers the flexibility to work from anywhere, with a focus on results and team collaboration. Join us in delivering outstanding support to our valued customers.
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