Location: Remote (UK-based)
Salary: £35,000 per annum
Employment Type: Full-time, Permanent
About the Role
We’re looking for a proactive and customer-focused Technical Support Engineer
to join our remote support team. In this role, you’ll be the first
point of contact for our customers, helping to resolve technical issues,
troubleshoot problems, and ensure an excellent user experience.
This is a fully remote position open
to candidates based in the UK, offering flexibility, autonomy, and
opportunities to develop your technical skills within a fast-growing
organisation.
Key Responsibilities
Provide first and second-line technical support to customers via email, chat, and video calls.
Diagnose and troubleshoot software, hardware, and network issues.
Escalate complex incidents to the engineering team when necessary, ensuring timely resolution.
Maintain accurate records of issues, solutions, and customer interactions in the ticketing system.
Assist with onboarding and training new users on system functionality.
Identify recurring issues and suggest improvements to documentation or processes.
Contribute to the creation and maintenance of knowledge base articles and internal documentation.
Essential Skills & Experience
2+ years of experience in a technical support or IT helpdesk role.
Strong understanding of Windows, macOS, and basic networking principles.
Experience supporting web applications, SaaS platforms, or enterprise software.
Excellent problem-solving skills and ability to explain technical concepts to non-technical users.
Strong communication and customer service skills, both written and verbal.
Comfortable using ticketing tools such as Zendesk, Freshdesk, or Jira Service Management.
Desirable Skills
Knowledge of SQL, APIs, or scripting languages (Python, Bash, PowerShell).
Experience with cloud platforms (AWS, Azure, or GCP).
Familiarity with remote desktop tools and monitoring systems.
IT certifications (CompTIA, Microsoft, ITIL) are a plus.
What We Offer
Competitive salary of £35,000 per annum.
Fully remote working (UK-based).
25 days annual leave + bank holidays.
Flexible working hours and supportive work-life balance.
Ongoing professional development and training opportunities.
Collaborative, friendly, and technology-driven culture.
About You
You’re passionate about helping
people and solving technical problems. You’re patient, detail-oriented,
and thrive in a remote environment. You take pride in delivering
excellent service and enjoy learning new technologies to expand your
expertise.