Line Support Engineer

• Acting as a first point of contact for incoming customer support cases and ensuring customers are responded to promptly and professionally
• Managing and progressing support cases, including ownership of issues through to resolution where appropriate
• Gathering diagnostic information and log files and performing initial technical analysis
• Resolving entry-level and intermediate technical issues using documentation, knowledge base articles, and guidance from senior engineers
• Clearly explaining issues and potential solutions to customers in a professional and approachable manner
• Escalating complex or unresolved cases to Level 2 / Level 3 support with well-documented findings
• Maintaining accurate case notes in the support ticketing system
• Assisting with testing of new software releases and pre-release builds
• Participating in the out-of-hours on-call rota for 24x7 support (currently approximately 1 week in 8; full training provided)

• Windows and/or Linux operating systems
• Virtualisation technologies (VMware, Hyper-V, etc.)
• Backup, recovery, or storage concepts
• Networking fundamentals (DNS, TCP/IP, firewalls)
• Working with logs and basic troubleshooting tools This is a customer facing role so excellent communication skills are required., With over 10 years of experience in executive search, management, and recruiting, I am a Co-Founding Director at Tilo Consulting. My core competencies include executive search, management, recruiting, project management, and relationship building. I am passionate about driving business change through outstanding people and project teams, and creating better service, value, results, outcomes, and legacies for our clients and candidates. Attract, recruit and retain high calibre talent with Tilo. With over 25 years' collective experience, we invest in our client relationships to provide exceptional levels of service for permanent & contract requirements within Technology & IT, Financial Services, Engineering and Business Services.

Salary - £28,000 - £32,000 Location - UK-wide 100% remote working (must be a UK resident), o Engineering o Human-resources & Employment o IT/Internet/Technical o Manufacturing o Telecomms o Management o Senior Management o Director o All Job Types View all jobs from Matthew Daniells - 2 jobs total View all jobs from Tilo Consulting - 2 jobs total Report profile