Job Description
An exciting opportunity has arisen for a motivated and driven Technical Support Consultant or 2 nd /3 rd Line Engineer to join a global technology infrastructure company who provide IT solutions for some of the biggest names in the IT and financial services sector. The role is offered on a remote working basis however candidates will need to be based in London / Southeast England as you will need to be commutable to their London office and customer sites. As the Technical Support Consultant you will be a key member of the Global Support Team, you will be responsible for offering technical support to customers, partners and the sales team. You will be a trusted advisor to customers, providing key assistance for technical support and helpdesk queries and as part of the Global Support Team you will provide solutions to business challenges using your technical expertise and knowledge of the market. Your key responsibilities as the Technical Support Consultant will include providing assistance to customer and partners for post-sale technical support and helpdesk queries and supporting pre-sales and deployment teams at installation sites. Managing trouble tickets throughout their lifecycle, troubleshooting complex customer issues and completing diagnostics with end users to enable a high percentage of fault resolution at first point of contact. You will replicate and troubleshoot customer issues in a controlled lab environment, identify hardware components that need to be returned via the RMA process and update troubleshooting information and FAQs with new fault-finding techniques. You will also support the sales team in various pre-sale activities utilising your specialist technical knowledge and assist the sales account managers with providing demonstrations of solutions/prospect discovery sessions and map technology and services. The ideal candidate will have experience within a similar IT role within an MSP or the professional services sector. You will have a good understanding of Computer Hardware, OS (Windows/Linux), IP Networking (TCP/IP and UDP/IP), GPU Hardware, VMware, Citrix, PCoIP and ideally hold an AWS certification. You will have excellent technical and communication skills, be a team player and a logical thinker. The salary on offer for this role is up to £50,000 - £55,000 per annum + benefits.