1st/2nd 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.