Job Description
* 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