Technical Support Engineer

• Technical Support Engineer
• Lancaster - 5 days a week on-site
• -37,000

Our client based in Lancaster is on the lookout for a technical support engineer who will lead investigations, document, and deliver technical support.

Main duties and responsibilities:

• Provide technical support and expert communication by email, phone and ticketing systems
• Use advanced listening and de-escalation techniques to guide customers and colleagues
• Lead investigations into complex, multi-system issues
• Analyse patterns, identify root causes, and document findings clearly
• Contribute to improving diagnostic processes and future troubleshooting approaches
• Lead projects or workstreams that improve tools, processes, or customer experience
• Support incident response by coordinating information and reviewing outcomes
• Suggest and test improvements to workflows, communication, and support processes
• Contribute to cross-departmental initiatives and share insights that support product or service development

The following skills and experience will be beneficial for this role:

• Significant experience in technical support or a similar environment
• Confidence investigating complex technical, multi-system, or network-related issues
• Experience troubleshooting cellular and IT infrastructure issues
• Proven experience in providing expert diagnostics, diagnosing complex mechanical and electrical issues, and advise on compliance testing across batteries, switch configurations, and radio connectivity
• Ability to lead projects and contribute to cross-departmental work
• Clear written and verbal communication, especially in challenging situations

Some of the benefits that come with this role:

• 25 days annual leave plus bank holidays and an extra day off for your birthday
• Company pension scheme
• Enhanced sick pay
• Enhanced maternity and paternity pay
• Training and development opportunities, with clear pathways for progression
• Discounts in selected local businesses