{"@context":"https://schema.org","@graph":[{"@context":"https://schema.org/","@type":"JobPosting","@id":"#jobPosting","title":"TECHNICAL SUPPORT ENGINEER

As a Technical Support Engineer at GB Labs, you will provide enterprise-level technical support to our international customers and partners - helping them diagnose and troubleshoot software and hardware problems with our intelligent storage products., * Provide level 1+ technical support to customers and partners to defined SLAs and KPIs, with a focus on quality and customer satisfaction.

• Accurately document customer issues and questions - asking users targeted questions to quickly understand the possible root cause.
• Utilise logical thinking to troubleshoot and problem solve tickets - accurately documenting investigations.
• Monitor ticket queues to ensure tickets do not breach SLAs - flagging potential issues to senior members of the team before they occur.
• Perform remote access sessions for maintenance, troubleshooting and log capture.
• Ability to take ownership and prioritise workload ensuring customers are kept up to date on the status of their cases following case management best practices.
• Escalating issues to the next level of support where you have reached the limits of your knowledge and tracking those cases to ensure you continue to learn.
• Provide feedback with regards to Technical Support procedures and policies, to contribute to process / workflow improvement and the overall customer satisfaction and team efficiency.

Our office in Aldermaston houses our UK Support department and we are looking for someone to join the team with some relevant previous experience, who has the capability to grow in the role. A level 1.5 going on Level 2 or Level 2 engineer., * 2+ years' experience in the IT field - ideally in a customer facing technical support role.

• Excellent verbal and written communication and soft skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email.
• Strong ability to quickly build relationships with customers and internal colleagues.
• Ability to empathise with our customers and provide industry leading customer service - advocating for the customer across the business.
• A good general knowledge in IT with exposure to the fundamentals of NAS, Networking, Client desktop such as MacOS, Linux Server (Command line experience a bonus).
• The ability to work with complex problems where analysis of situations or data requires review.
• Familiarity with remote desktop tools and help desk software is a plus, such as TeamViewer and Zendesk.
• Certifications or a technical qualification in IT is a plus.

GB Labs is a leading manufacturer of high performance Network shared storage, with customers across the media and creative industries.