36320662 - Technical Support Engineer

Technical Support Engineer Location: Staines, Surrey Length: 12 Months Start date: 25/08/2025 Rate: £162.67 Hours: 40 Hours per week (Hybrid, 2-3 days per week onsite) Our client seeks a Technical Support Engineer to capitalize on the company's momentum. The clients enterprise IT Service Management platform combines ITIL process support and SaaS delivery to provide a flexible, intuitive, self-managing cloud application.Responsibilities:

• Providing support to users/administrators of our platform.
• Supporting and contributing to the growth of best practices for the delivery of support services
• Understanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
• Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in the queue with little or no supervision
• Engaging with functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution Skills & Experience:
• Demonstrated ability to troubleshoot complex technical issuesIncluding understanding of user permission levels, domain configuration, group policy objects and execution of SUDO Policies in UNIX/Windows.
• Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
• Experience with troubleshooting tools such as Wireshark, Traceroute
• Solid understanding of object-oriented programming skills (Java strongly preferred)
• Strong troubleshooting/root cause isolation skills
• Demonstrated creative problem-solving approach and strong analytical skills
• Must be proficient with analysing log files and standard debugging concept
• Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management
• Excellent communication skills (verbal and written)
• Code debugging & Troubleshooting

Network and Operating System debugging skills