Technical Support Engineer

Job Title: Technical Support Engineer

Position: Full-time, Permanent

Salary: £ Competitive – subject to skills and experience

Location: Hertford, UK

About Us

Technical Support Engineer required to join software company developing industry-leading online booking solutions. Our platform handles over 30 million bookings each year for a diverse customer base across the UK and internationally. As market leader in our sector, we’re known not only for building innovative, reliable products – but also for delivering outstanding customer service.

We combine the agility of a small, supportive team with the impact of working at scale. Joining us means being part of a company that values quality, collaboration, and continuous improvement.

Role Overview

We are looking for a highly skilled Technical Support Engineer to join our support team. You will be the first point of contact for our customers, handling complex technical issues and collaborating closely with engineering teams to resolve critical challenges. This Technical Support Engineer role requires a deep understanding of our product’s technical ecosystem, and how it integrates into the Windows environment. You will have an ability to perform in-depth root cause analysis, and excellent communication skills to explain solutions to customers.

This Technical Support Engineer role would suit someone with a several years of professional experience in IT support, systems administration, or a related field, with a strong understanding of enterprise IT environments. Candidates for this Technical Support Engineer role will have proven experience in a service desk or technical support role, managing service desk operations and handling a range of customer issues.

Responsibilities

· Resolve Complex Technical Issues

· Root Cause Analysis

· Knowledge Sharing & Reporting

· Cross-Functional Collaboration

· Release Management

· Escalation Management

· Service Desk Ownership

· Performance Reporting

Skills & Experience

Essential

· Demonstrated experience in a support desk role, managing a variety of technical issues, and using service desk software (e.g. Freshdesk JIRA, Zendesk).

· Strong background in Incident Management and Problem Management, with the ability to handle high-priority issues and drive them to resolution in a timely manner.

· Deep understanding and hands-on experience supporting Windows Server/Desktop environments, including Active Directory, Group Policy, and related systems.

· Solid understanding of core networking protocols, such as TCP/IP, DNS, and DHCP, and experience troubleshooting network-related issues.

· Strong problem-solving skills, with the ability to conduct detailed root cause analysis and resolve issues efficiently, even under pressure.

· Excellent communication skills, both verbal and written, with the ability to articulate complex technical concepts to non-technical users in a clear and concise manner.

· Hands-on experience with tools like JIRA, Zendesk, SQL, and familiarity with cloud technologies (AWS, Azure, etc.).

· Ability to work independently, while also collaborating effectively with cross-functional teams to resolve issues and improve service quality.

· A strong passion for customer success, delivering high-quality support and ensuring a positive experience for all customers.

Desirable

· Certifications such as Microsoft Certified: Windows Server or Microsoft Certified: Azure Administrator are a plus.

· ITIL Foundation or higher qualification is highly desirable, with experience implementing ITIL best practices for service management.

· Experience with Azure, including tools like Entra/Intune, is an advantage.

· A strong understanding of virtualization platforms such as Hyper-V, VMware, or Citrix.

Salary and benefits

· Competitive salary

· 25 days holiday allowance

· Company pension

· Life insurance

· Attractive office environment and supportive team atmosphere

· Central Hertford office location with onsite parking available

Location

Office based (circa 6 months in the office is required during the initial training phase, flexibility available thereafter)