TECHNICAL SUPPORT ENGINEER

Aldermaston, United Kingdom

About GB Labs

GB Labs is a global leader in providing shared storage solutions to some of the world's biggest names in broadcast and media, with the systems designed and manufactured at our head office in Berkshire where we also provide support for our products.

We are looking for a Technical Support Engineer who will provide enterprise-level technical support to our international customers and partners – helping them diagnose and troubleshoot software and hardware problems with our intelligent storage and remote working solutions.

GB Labs Technical Support is a 24/7 operation that requires the ability to work shift patterns or follow an on-call rota as required. Occasional travel to customer sites may be required for troubleshooting or consultancy purposes.

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About the role

  • Professionally engage with our customers and partners via email, phone and remote support tools
  • Provide troubleshooting of software (Custom operating system) and hardware issues - understand, troubleshoot and own technical issues through to resolution
  • Record details of steps taken during troubleshooting, ensuring updates are provided within SLA
  • Create and update online self-help articles and best practice guides
  • Collaborate across the business resolving customer issues and pains
  • Keep current on new technologies, product releases and updates

About you

  • A passion for helping people, with experience in a customer facing support role
  • A self-starter who is passionate about technology, solving technical problems and actively seeks learning opportunities
  • Advanced IT skills with experience of Linux operating systems through the command line level
  • The ability to digest technical information, translate and adapt communications for all technical level, whilst inspiring confidence
  • An ability to prioritise multiple conflicting priorities and understand when to seek guidance
  • A strong team ethic, actively seeks to contribute to the team and share knowledge

Extra points for having these

  • Knowledge of network protocols like DHCP, DNS, SMB, AFP, SMTP, SNMP
  • Knowledge of troubleshooting Network and infrastructure
  • Knowledge of troubleshooting MacOS, Window Desktop/ Server
  • Knowledge of troubleshooting Active Directory (or LDAP variants)
  • Knowledge of troubleshooting ACLs and file permissions
  • Additional IT certifications including Microsoft, Linux, Cisco

Ready for your next challenge? Apply here

Email your CV to

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