About us
At Transcend Information, Inc., we design and manufacture high-quality memory and storage solutions used worldwide. With headquarters in Taipei and a strong global presence, we are recognised for quality, reliability, innovation and customer support. Our UK office works closely with customers and partners to deliver the right technical solutions in a fast-moving market. As a collaborative team, we offer a varied role with exposure across technical support, internal IT, customer troubleshooting and product guidance.
Important Information – Please Read Before Applying
To help ensure suitability for the role, applications will only be considered from candidates who meet the following essential requirements:
- You must be able to commute to Hemel Hempstead for regular office attendance (hybrid role)
- You must already have the unrestricted right to work in the UK
- We are unable to offer visa sponsorship for this position
- You should have previous experience in IT support, technical support, hardware troubleshooting or a related technical role
- This is not a fully remote position
- Applications that do not meet these essential requirements may not be progressed.
The Role
We are looking for a practical, hands-on Technical Support Engineer to join our UK team.
This is a varied hybrid role combining internal IT support, hardware troubleshooting, customer technical support, RMA coordination and technical assistance to the sales team.
You will support both internal colleagues and external customers, helping troubleshoot technical issues, recommend suitable products, assist with returns and provide technical guidance to support customer applications.
Because we are a smaller UK office, this role offers significant variety and exposure across multiple areas of the business. It would suit someone who enjoys problem-solving, learning new technologies and working across both IT and customer-facing technical support.
Key Responsibilities
Internal IT & Technical Support
- Provide day-to-day IT support for UK office staff across hardware, software and user issues
- Troubleshoot laptops, desktops, storage devices, peripherals and related systems
- Support office IT systems, user setup, software configuration and basic network troubleshooting
- Coordinate hardware replacement, setup and issue resolution
Customer Technical Support
- Provide technical support to customers across our storage and hardware product range
- Assist customers and end users with product troubleshooting and issue resolution
- Diagnose product faults and recommend solutions or escalation paths
- Maintain clear documentation of issues, resolutions and technical feedback
RMA & Product Support
- Support the RMA (Returns Merchandise Authorisation) process including diagnostics and coordination
- Assist with product testing and failure analysis
- Contribute to CAR/FAR reporting (Corrective and Failure Analysis Reporting)
- Work with internal teams to identify recurring product issues and improvements
Sales & Technical Assistance
- Support the sales team with technical enquiries and product-related questions
- Help customers select appropriate products for their application (“spec-in” support)
- Provide technical product guidance to customers and partners
- Occasionally support customer meetings or technical visits when required
About You
We are looking for someone practical, technically curious and customer-focused who enjoys solving problems and working across different technical areas.
Required Skills & Experience
- Previous experience in IT support, technical support, hardware troubleshooting or a similar technical role
- Good understanding of computer hardware, Windows environments and general troubleshooting
- Strong analytical and problem-solving skills
- Confident communicator with good customer service skills
- Comfortable supporting both internal users and external customers
- Ability to manage multiple priorities and work independently
- Full UK right to work
Desirable (Not Essential)
- Experience with storage, memory, embedded, multimedia or industrial hardware products
- Familiarity with RMA, warranty or repair processes
- Exposure to server, hardware or system troubleshooting
- Experience supporting technical sales teams or customer product selection
- Degree, apprenticeship or technical qualification in IT, Engineering, Computer Science or related field
Who This Role Would Suit
This role may suit someone with experience in:
- IT Support / Desktop Support
- Technical Support Engineer roles
- Hardware or Electronics Support
- MSP / Service Desk environments
- Technical Product Support
- Junior Systems or Infrastructure Support
This role is ideal for someone who enjoys variety and wants exposure to both internal IT and customer-facing technical support.
This role may not be suitable for applicants seeking a fully remote role or a purely software-focused IT position.
What We Offer
- Competitive salary based on experience
- Quarterly performance bonus opportunity
- Hybrid working arrangement
- Private health insurance and wellbeing initiatives
- Ongoing technical training and development
- Regular team events
- Supportive and collaborative working environment
- Exposure to international teams and technologies
Additional Information
Location: Hemel Hempstead (Hybrid)
Travel: Occasional customer or support-related travel may be required.
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At Transcend Information, Inc., we design and manufacture high-quality memory and storage solutions used worldwide. With headquarters in Taipei and a strong global presence, we are recognised for quality, reliability, innovation and customer support. Our UK office works closely with customers and partners to deliver the right technical solutions in a fast-moving market. As a collaborative team, we offer a varied role with exposure across technical support, internal IT, customer troubleshooting and product guidance.
Important Information – Please Read Before Applying
To help ensure suitability for the role, applications will only be considered from candidates who meet the following essential requirements:
- You must be able to commute to Hemel Hempstead for regular office attendance (hybrid role)
- You must already have the unrestricted right to work in the UK
- We are unable to offer visa sponsorship for this position
- You should have previous experience in IT support, technical support, hardware troubleshooting or a related technical role
- This is not a fully remote position
- Applications that do not meet these essential requirements may not be progressed.
The Role
We are looking for a practical, hands-on Technical Support Engineer to join our UK team.
This is a varied hybrid role combining internal IT support, hardware troubleshooting, customer technical support, RMA coordination and technical assistance to the sales team.
You will support both internal colleagues and external customers, helping troubleshoot technical issues, recommend suitable products, assist with returns and provide technical guidance to support customer applications.
Because we are a smaller UK office, this role offers significant variety and exposure across multiple areas of the business. It would suit someone who enjoys problem-solving, learning new technologies and working across both IT and customer-facing technical support.
Key Responsibilities
Internal IT & Technical Support
- Provide day-to-day IT support for UK office staff across hardware, software and user issues
- Troubleshoot laptops, desktops, storage devices, peripherals and related systems
- Support office IT systems, user setup, software configuration and basic network troubleshooting
- Coordinate hardware replacement, setup and issue resolution
Customer Technical Support
- Provide technical support to customers across our storage and hardware product range
- Assist customers and end users with product troubleshooting and issue resolution
- Diagnose product faults and recommend solutions or escalation paths
- Maintain clear documentation of issues, resolutions and technical feedback
RMA & Product Support
- Support the RMA (Returns Merchandise Authorisation) process including diagnostics and coordination
- Assist with product testing and failure analysis
- Contribute to CAR/FAR reporting (Corrective and Failure Analysis Reporting)
- Work with internal teams to identify recurring product issues and improvements
Sales & Technical Assistance
- Support the sales team with technical enquiries and product-related questions
- Help customers select appropriate products for their application (“spec-in” support)
- Provide technical product guidance to customers and partners
- Occasionally support customer meetings or technical visits when required
About You
We are looking for someone practical, technically curious and customer-focused who enjoys solving problems and working across different technical areas.
Required Skills & Experience
- Previous experience in IT support, technical support, hardware troubleshooting or a similar technical role
- Good understanding of computer hardware, Windows environments and general troubleshooting
- Strong analytical and problem-solving skills
- Confident communicator with good customer service skills
- Comfortable supporting both internal users and external customers
- Ability to manage multiple priorities and work independently
- Full UK right to work
Desirable (Not Essential)
- Experience with storage, memory, embedded, multimedia or industrial hardware products
- Familiarity with RMA, warranty or repair processes
- Exposure to server, hardware or system troubleshooting
- Experience supporting technical sales teams or customer product selection
- Degree, apprenticeship or technical qualification in IT, Engineering, Computer Science or related field
Who This Role Would Suit
This role may suit someone with experience in:
- IT Support / Desktop Support
- Technical Support Engineer roles
- Hardware or Electronics Support
- MSP / Service Desk environments
- Technical Product Support
- Junior Systems or Infrastructure Support
This role is ideal for someone who enjoys variety and wants exposure to both internal IT and customer-facing technical support.
This role may not be suitable for applicants seeking a fully remote role or a purely software-focused IT position.
What We Offer
- Competitive salary based on experience
- Quarterly performance bonus opportunity
- Hybrid working arrangement
- Private health insurance and wellbeing initiatives
- Ongoing technical training and development
- Regular team events
- Supportive and collaborative working environment
- Exposure to international teams and technologies
Additional Information
Location: Hemel Hempstead (Hybrid)
Travel: Occasional customer or support-related travel may be required.
…