Technical Support Engineer NEW

Net Recruit
Your Company: NET Recruit is proud to be partnering with a global business operating across the EMEA region. Renowned for delivering innovative printing and document solutions, the organisation continues to strengthen its customer service offering and technical support capability as part of its ongoing growth and operational development. As part of this continued investment, the business is seeking to appoint a Technical Support Engineer to join its UK headquarters team. This role will play a key part in delivering high-quality technical assistance to customers and internal stakeholders, ensuring an exceptional support experience across a broad range of hardware, software and network-related solutions. This position is ideally suited to a technically capable and customer-focused support professional who thrives in a fast-paced environment and enjoys combining hands-on troubleshooting expertise with excellent communication and service delivery skills.Your Roles & Responsibilities:While in this position your duties will include, but are not limited to:

• Providing first and second line technical support for products and solutions via phone, email, remote tools and in-person support
• Diagnosing and resolving hardware, software and network-related technical issues in a timely and professional manner
• Logging, tracking and managing support cases through the service management system, ensuring accurate documentation and timely resolution
• Escalating complex or unresolved issues to the appropriate internal teams or external vendors in line with escalation procedures
• Supporting customers with product installation, setup, configuration and troubleshooting activities
• Ensuring compliance with agreed service level agreements and customer service targets
• Analysing recurring technical issues and contributing to root cause analysis and corrective action initiatives
• Maintaining up-to-date technical knowledge across products, systems and support processes
• Assisting with the creation and maintenance of technical documentation and knowledge base articles
• Providing technical guidance and support to internal departments where required
• Contributing to continuous improvement initiatives across the customer services function
• Supporting the wider customer service strategy through collaboration and technical expertise

What you will need to Apply:

• Proven experience within a technical support, service desk or customer support environment
• Experience supporting hardware and/or software products within a customer-facing role
• Strong technical knowledge of printers and related technologies
• Experience working with operating systems including Microsoft Windows, MacOS and Linux environments
• Understanding of server/client network systems and associated troubleshooting processes
• Strong technical problem-solving and diagnostic skills
• Customer-focused approach with the ability to remain calm and professional under pressure
• Ability to prioritise workload effectively and manage multiple support cases simultaneously
• Good attention to detail with accurate record-keeping and documentation skills
• IT-related qualifications such as IT, Engineering or Computer Science, or equivalent practical experience
• Relevant technical certifications would be advantageous but are not essential
• Excellent written and spoken English communication skills; additional European languages would be beneficial

What you will get in Return: This represents an excellent opportunity for a technically skilled support professional to join a well-established and internationally recognised technology organisation during an exciting period of growth and development. The successful candidate will become part of a collaborative and customer-focused environment, working closely with internal teams, customers and stakeholders across the region to deliver high-quality technical support and service excellence. In return, the organisation offers a base salary of up to £48,000 plus bonus and benefits package, ongoing technical training and development opportunities, and the chance to further progress your career within a dynamic and innovative technology-led business.To express interest in this role and have a confidential chat, please reach out to:Alexander Booth – Talent Acquisition SpecialistM: E: