Technical Support Representative

You will provide telephone and remote technical support to electricians and renewable energy installers working on site. You will help diagnose faults, review system information and provide clear guidance to resolve technical issues.

This is a fully office-based position with no travelling or customer site visits. You will receive ongoing product and technical training to develop your knowledge and progress within the department.

Key Responsibilities

• Provide telephone and remote technical support to engineers and installers.

• Diagnose issues involving inverters, battery storage systems, monitoring platforms and communication equipment.

• Review system data, event logs and error codes to identify possible faults.

• Guide engineers through appropriate checks and troubleshooting procedures.

• Record, manage and update technical support cases accurately.

• Escalate complex or recurring issues to the Head of Technical Support.

• Assist with technical investigations, warranty cases and RMA assessments.

• Liaise with internal departments to help resolve technical and customer-related queries.

• Keep customers and engineers informed of progress and required actions.

• Help identify recurring faults and opportunities to improve products or processes.

• Create and update internal troubleshooting guides and technical documentation.

• Participate in structured internal training and competency-development programmes.

• Keep up to date with new products, firmware, software and renewable energy technologies.

• A Bachelor’s degree or equivalent qualification in IT, Computer Science, Electrical or Electronic Engineering, Renewable Energy Engineering, Systems Engineering or another relevant technical discipline.

• Strong general IT and problem-solving abilities.

• An interest in renewable energy, electrical technology and connected systems.

• Ability to understand and interpret technical information.

• Clear and confident telephone communication.

• Strong written communication and accurate record-keeping.

• A logical, methodical approach to fault finding.

• High attention to detail.

• Ability to manage multiple cases and priorities.

• Willingness to learn and develop within a technical environment.

• Ability to work full-time from our Keighley office.

Desirable Experience

• Previous experience in technical support, IT support, engineering or customer service.

• Knowledge of solar PV, battery storage, inverters or EV charging.

• Understanding of electrical systems or installation practices.

• Experience with remote monitoring platforms or cloud-connected equipment.

• Familiarity with Wi-Fi, Ethernet, Modbus, CAN or RS485 communication systems.

• Experience using technical support, ticket-management or CRM software.

What We Are Looking For

You will be technically curious, patient and confident speaking with engineers who may require immediate assistance while working on site.

You should enjoy investigating problems, understanding how systems operate and turning technical information into clear, practical instructions.

Previous renewable energy experience would be beneficial but is not essential. Full product training and ongoing internal development will be provided.

Working Arrangements

This is a fully office-based position at our premises in Keighley, West Yorkshire. There is no requirement to travel or attend customer sites. All technical assistance will be provided by telephone and through remote support systems.