Technical Support Engineer / Field & Remote Support Engineer
Location: Redruth, Cornwall, UK
Full-Time, Permanent
As a Technical Support Engineer / Field & Remote Support Engineer you will play a key role within the Global Technical Support Team, providing high-quality 1st and 2nd line support for a worldwide customer base across a diverse technical portfolio. The role is shift-based and involves proactive and reactive support for network infrastructure and customer-facing systems, covering IT, networks, firewalls, satellite antenna systems, and web traffic filtering.
Based in Redruth, Cornwall, this position plays a crucial part in delivering reliable service 24/7/365 and includes assisting with training and mentoring other team members, and supporting the shift Team Lead with operational guidance.
Key Responsibilities of Technical Support Engineer / Field & Remote Support Engineer
Respond promptly and professionally to customer enquiries, ensuring expectations and contractual obligations are met or exceeded.
Provide 2nd line technical support across multiple systems and services using multi-carrier bearers (Ka/Ku/L Band, LTE), bespoke virtual environments, and related infrastructure.
Proactively monitor network systems, investigate alerts, issue reports, and resolve service-related incidents.
Troubleshoot IP networks, routing and switching faults, and both fixed and Wi-Fi infrastructure.
Perform RF diagnostics and interpret satellite link data to resolve issues and generate reports.
Support training and development across the shift team, sharing technical knowledge and updates.
Maintain up-to-date knowledge of the full product and service portfolio to effectively support frontline teams.
IT Infrastructure Support Responsibilities
Build and maintain IT hosting infrastructure including storage, virtual environments, email systems, and backup solutions.
Maintain telephony systems and assist with deployment and setup of hardware.
Provide technical support to internal users and nominated external customers, owning issues through to resolution.
Participate in the 24/7 on-call IT support rota, including remote and on-site support for corporate and customer networks.
Continue RF troubleshooting and contribute to ad hoc network performance reporting.
Responsibilities of a Technical Support Engineer / Field & Remote Support Engineer
Exercise sound judgement and problem-solving skills during high-pressure incidents.
Take ownership of issues and tasks, ensuring resolution and customer satisfaction.
Prioritise workload effectively to meet critical SLAs and customer expectations.
Essential Skills & Experience of Technical Support Engineer / Field & Remote Support Engineer
Strong customer service orientation with excellent communication skills.
Able to work independently and manage workload without supervision.
Quick learner with the ability to understand and support a wide range of technologies.
Capable of clearly explaining technical issues over the phone or in meetings.
Previous experience in a Network Operations Centre or Customer Support environment.
Technical engineering or field support background.
Familiarity with MOD systems and communications equipment.
Experience with satellite systems including Inmarsat, VSAT (Intellian, Seatel, T&T), Iridium, Thuraya, and GX.
IP networking knowledge (CCNA, JNCIA or equivalent certifications)