Customer Support Engineer

Our client is looking for a Customer Support Engineer, this is a fantastic opportunity for someone passionate about solving technical challenges and delivering outstanding customer service.

Our client is a market leader in customer experience technology and this role offers strong career development, predominately remote working with 1 or 2 days in the office and the chance to work with some of the most innovative tools in the industry.

Customer Support Engineer

Poole 1-2 days a week on site (hybrid)

Up to £28,000 per annum + benefits

The Role:

• Act as the first line of support for customer incidents, problems, and service requests.
• Diagnose and troubleshoot technical issues, working across customer environments.
• Collaborate with internal resolver teams and escalate where needed to meet SLAs and KPIs.
• Provide an exceptional support experience via email, phone, and remote sessions.
• Mentor customers and help them better understand and manage their own systems.
• Deploy hotfixes, perform system upgrades, and support software rollouts.
• Maintain accurate records in the service management system.
• Participate in an on-call rota for out-of-hours support and occasional overtime for planned updates.

Experience & Skills:

• Strong technical troubleshooting experience especially within application support or similar roles.
• Confident supporting unified communications or contact centre platforms.
• Hands-on experience with Windows Server administration.
• Familiarity with telephony troubleshooting, networks, and endpoint diagnostics.
• Continuous residency in the UK for 3 or more years.

Desirable:

• A background supporting a proprietary software application.
• Experience working with unified communications solutions.
• Familiar with executing common administrative tasks on Microsoft Windows Server.
• Experienced in diagnosing telephony issues between networked endpoints.
• Role involving troubleshooting problems in collaboration with customers, B2B service desks and MSPs.

If this Customer Support Engineer role would be of interest please contact nicktrussler@spectrumit.co.uk for more information

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.