Support Engineer

In this role, you will work with the equipment, hardware, and services supplied and supported by our company, primarily on customer premises. You'll handle disruptions of service and establish solutions to challenges as they arise. Your responsibilities will include taking incoming support calls and emails, logging new tickets, and updating customers verbally and through email. You will be responsible for live fault finding with customers, managing the support queue, and closing tickets within customer SLAs. You'll conduct fault analysis and proactive monitoring activities to ensure client solutions maintain operational continuity. Additionally, you will join the On-Call rota, responding to emergency calls and providing out-of-hours support both on-site and remotely. Training, coaching, and professional development of team members may also be part of your duties.