Associate Technical Support Engineer / IT Infrastructure Engineer

Associate Technical Support Engineer

Salary: Competitive + Benefits

Location: Hybrid

Job Type: Full-time, Permanent

We are looking for a technically minded individual to join our Technical Support team, providing first-class support for enterprise software used by organisations worldwide. This is an excellent opportunity for someone with a passion for networking, infrastructure and customer service to develop their technical expertise within a collaborative environment.

Working alongside Engineering, Development and Customer Success teams, you will diagnose and resolve technical issues, support customers with software configuration, and ensure incidents are managed through to successful resolution. You'll gain exposure to enterprise networking technologies, authentication systems and infrastructure management while helping customers maximise the value of our software.

• Provide technical support for enterprise software applications.
• Diagnose, troubleshoot and resolve customer issues within agreed service levels.
• Record, prioritise and manage support requests through the service management platform.
• Escalate complex technical issues to Engineering and Development teams where required.
• Assist customers with software configuration, deployment and ongoing optimisation.
• Support integrations with authentication technologies including Active Directory, LDAP, SAML and Single Sign-On.
• Configure dashboards, reports and data exports to meet customer requirements.
• Develop custom scripts and configuration changes to automate processes and enhance software functionality.
• Create and maintain software configurations, licensing and device support updates.
• Build strong relationships with customers while delivering an excellent support experience.
• Maintain up-to-date knowledge of networking, virtualisation and enterprise infrastructure technologies.

• Degree in Computer Science, Software Engineering, Networking or a related discipline.
• Understanding of Windows, Linux and virtualisation technologies.
• Knowledge of networking concepts including routers, switches and network infrastructure.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service abilities.
• Organised, proactive and comfortable working in a fast-paced technical environment.

• Exposure to scripting or automation.
• Knowledge of VMware or enterprise virtualisation platforms.
• Familiarity with network monitoring or infrastructure management tools.
• Industry certifications such as CCNA or equivalent are advantageous.

Keywords: Technical Support Engineer, Associate Technical Support Engineer, Application Support Engineer, Software Support Engineer, Product Support Engineer, Systems Support Engineer, IT Support Engineer, Technical Analyst, Support Analyst, Customer Support Engineer, Enterprise Software, SaaS Support, Software Configuration, Troubleshooting, Incident Management, Problem Management, Service Management, Ticket Management, SLA Management, Networking, Network Infrastructure, TCP/IP, DNS, DHCP, VPN, LAN, WAN, Routers, Switches, Network Monitoring, Windows, Windows Server, Linux, Unix, Active Directory