Senior Technical Support Engineer

About the Role

Are you an experienced Technical Support Engineer with a passion for troubleshooting hardware and software issues? We’re looking for a skilled professional to provide remote and on-site support from our warehouse, with a strong focus on Dell hardware.

Join our client, an independent technology group that specializes in building and supplying high-quality, bespoke computer solutions to end users, brokers, resellers, and trade partners. If you thrive in a hands-on support environment and enjoy problem-solving, we want to hear from you!

Key Responsibilities

• Provide responsive and effective technical support to customers via phone and email.

• Diagnose and resolve hardware build issues within the warehouse, following Dell cable routing diagrams and machine specifications.

• Collaborate with sales representatives to address build issues and enhance product knowledge.

• Maintain accurate documentation of customer issues and resolutions in our support system.

• Create internal and external documentation for new server setups and issue resolutions.

• Troubleshoot and support network configurations, including switches and routing protocols.

• Utilize basic programming knowledge (C++, Python, and Linux command line) to assist customers in resolving hardware-related issues.

What We’re Looking For

Essential:

• Proven experience in technical support, ideally in a hardware-focused role.

• Strong knowledge of computer hardware, particularly Dell products.

• Experience with network troubleshooting, including switch configurations.

• Excellent communication skills with the ability to simplify complex technical issues for non-technical users.

• A customer-focused mindset with a commitment to delivering excellent service.

Desirable:

• Basic programming skills in C++ and Python.

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Dell certifications).

• Experience with Microsoft NAV Dynamics, Office 365, VPNs, SQL, Metabase, and MDM systems.

Benefits

• Salary sacrifice pension scheme.

• 24 days’ holiday plus your birthday off.

• Group Life Assurance.

• Employee Assistance Program.

• Private Medical Insurance.

• Salary sacrifice schemes for electric cars and bicycles.

If you're ready to take on a new challenge in a dynamic and growing company, apply today!