Technical Support Engineer 6638
Location: Stroud, Gloucestershire (Hybrid, with regular on-site attendance)
Hours: Full-time, 40 hours per week
Salary: Competitive, commensurate with experience
Key Responsibilities of a Technical Support Engineer
* Provide timely and effective technical support to a global customer base through the Freshdesk ticketing system, remote sessions, and occasional phone calls.
* Diagnose and resolve issues related to software licensing, installation, performance, Windows OS conflicts, network connectivity, and firewall configurations.
* Document all support requests, troubleshooting steps, and resolutions clearly and accurately.
* Escalate complex issues to senior engineers or the development team where appropriate.
* Contribute to the development of knowledge base articles and user documentation.
* Act as the first point of contact for internal IT support, ensuring smooth day-to-day operations.
* Install, configure, and maintain Windows operating systems, office hardware, and peripherals.
* Manage local network infrastructure and connectivity, including switches, Wi-Fi, and VPNs.
* Set up, manage, and maintain virtual machines using Microsoft Hyper-V.
* Support and maintain the internal software build environment and user account permissions.
Key Skills of a Technical Support Engineer
* Proven experience in a technical support, helpdesk, or IT support role.
* Strong knowledge of Windows Operating Systems (installation, configuration, troubleshooting).
* Solid understanding of networking (TCP/IP, DNS, DHCP, VPNs, LAN/WAN) and ability to diagnose connectivity and firewall issues.
* Experience with remote desktop and support tools such as TeamViewer, RDP, or GoToAssist.
* Hands-on experience with virtualisation (preferably Microsoft Hyper-V).
* Competence in hardware troubleshooting (PCs, laptops, peripherals).
* Clear and confident communication skills, both written and verbal.
* Organised, proactive, and able to prioritise effectively in a busy environment.
Desirable:
* Experience supporting specialised software applications.
* Previous experience within an international support team.
* Basic scripting (PowerShell or Batch).
* Familiarity with software build or CI/CD environments.
* Relevant IT certifications (e.g., CompTIA, Microsoft).
What’s on Offer
* Competitive salary package.
* Diverse role with professional growth and development opportunities.
* Supportive, collaborative team environment.
* A meaningful opportunity to contribute to sustainability and climate change solutions.
Interested?
Send your CV to zee.powell@first-base.co.uk or call Zee Powell on 01453 755330 for an informal chat.
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