- Technical Support Engineer
- Lancaster - 5 days a week on-site
- £37,000
Our client based in Lancaster is on the lookout for a technical support engineer who will lead investigations, document, and deliver technical support.
Main duties and responsibilities:
- Provide technical support and expert communication by email, phone and ticketing systems
- Use advanced listening and de-escalation techniques to guide customers and colleagues
- Lead investigations into complex, multi-system issues
- Analyse patterns, identify root causes, and document findings clearly
- Contribute to improving diagnostic processes and future troubleshooting approaches
- Lead projects or workstreams that improve tools, processes, or customer experience
- Support incident response by coordinating information and reviewing outcomes
- Suggest and test improvements to workflows, communication, and support processes
- Contribute to cross-departmental initiatives and share insights that support product or service development
The following skills and experience will be beneficial for this role:
- Significant experience in technical support or a similar environment
- Confidence investigating complex technical, multi-system, or network-related issues
- Experience troubleshooting cellular and IT infrastructure issues
- Proven experience in providing expert diagnostics, diagnosing complex mechanical and electrical issues, and advise on compliance testing across batteries, switch configurations, and radio connectivity
- Ability to lead projects and contribute to cross-departmental work
- Clear written and verbal communication, especially in challenging situations
Some of the benefits that come with this role:
- 25 days annual leave plus bank holidays and an extra day off for your birthday
- Company pension scheme
- Enhanced sick pay
- Enhanced maternity and paternity pay
- Training and development opportunities, with clear pathways for progression
- Discounts in selected local businesses