Product Support Technician

L.B. Foster Co.; Nottingham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading engineering solutions provider in Nottingham is seeking a Product Support Technician to deliver exceptional technical support via the help desk ticketing system. This role involves troubleshooting technical issues promptly to meet service levels, communicating proactively with users, and collaborating with the support team on more complex issues. Ideal candidates will have a technology-related qualification and possess strong skills in AV/IT systems. This position also offers hybrid working and a comprehensive benefits package.

Benefits

Hybrid working

33 days annual leave

Role-specific bonus plan

Company pension scheme

Access to training courses

Qualifications

• Proven focus on internal and external customer satisfaction.
• Ability to work as part of a diverse team.
• Excellent verbal and written communication skills.

Responsibilities

• Provide 1st and 2nd line technical support.
• Assist building and configuring media players.
• Manage and upload content in content management systems.
• Conduct thorough testing of technical solutions.
• Support on-site engineers with tech support.

Skills

AV/IT knowledge

MS Office Suite

Organization and planning skills

Customer satisfaction focus

Education

Technology-related technical qualification

Job description

L.B. Foster is a Nasdaq-listed global leader in engineering and digital communication technology solutions. With a strategic presence across North America, Brazil, China, and the UK, we deliver industry-leading solutions to Transport, Manufacturing, Defence, Retail, Automotive, and other critical sectors.

For more than a century, we have built our business on a foundation of safety, integrity, and sustainability. We are committed to providing a safe workplace for our employees, fostering strong and respectful relationships with our customers and communities, and acting as responsible stewards of the environment. These guiding principles continue to shape the way we operate and grow.

Our comprehensive expertise spans Control & Command Solutions, Trackside Systems, Station Security & Communications, Infrastructure Management, and Specialist Services—each designed to enhance efficiency, optimise productivity, and strengthen safety across industries.

As we expand our reach and capabilities, we seek talented professionals who are ready to contribute to our dynamic and forward-thinking organisation.

Join us on this remarkable journey of growth and success.

What you can expect from LB Foster

As a world class engineering solutions business, that’s ambitious, innovative, and pioneering, L.B. Foster believes our people are our biggest asset and we will invest in your development to achieve your career goals. In addition, we offer:

• Hybrid working (where role applicable)
• 33 days annual leave (inclusive of bank holidays)
• Role – specific bonus plan
• Company pension scheme
• Access training courses and the ability to study towards professional qualifications
• Employee Assistance Program
• Employee Recognition Program
• Access to cash health plan
• Death in service
• Cycle to work
• Refer a friend

We provide everyone with a rewarding, fair and sustainable environment. We are proud to be an equal opportunities employer. We want to recruit, hire, train and promote into all job levels, the most qualified applicants regardless of race, sex, colour, religion, gender, national origin, sexual orientation, disability, or any other legally protected status.

The Product Support Technician reports directly into the Product Support Manager and the role is based at our Nottingham (UK) site.

Job Summary:

The Product Support Technician coordinates with the Product Support Specialist and Product Support Manager to deliver exceptional technical support to end-users via the help desk ticketing system. The role involves investigating, troubleshooting, and resolving technical issues promptly to meet service level agreements (SLAs). Proactive communication and outstanding customer service will be central to your approach, ensuring users feel supported and informed throughout the resolution process. Where necessary, the role will collaborate effectively with the Product Support Specialist to escalate and manage complex issues, maintaining a seamless and customer-focused support experience at all times.

Responsibilities:

• Execution of 1 st and 2 nd line technical support with AV/IT knowledge and the skillset to diagnose and fix issues
• Assist building, configuring and testing media and SOC players.
• An understanding of content management systems.
• Manage, upload and schedule content.
• Implement and maintain asset registers for digital hardware.
• Be comfortable and enthusiastic about learning new software – in particular, content management system which requires daily monitoring and rapid response to issues.
• Support on site engineers with tech support.
• Conduct thorough testing of all technical solutions to ensure they are proven to be robust and suitable for intended application.
• Monitor and respond to support tickets using internal ticketing system.
• Ability to work both independently as well as in a team.
• Communicate effectively with external contacts including clients and suppliers in a timely and professional manner.
• Assist other areas of the business as and when required .
• You may be required to work on call at weekends on a rota basis.

Experience:

• Technology-related technical qualification
• GDPR

Skills & Abilities:

• Organization and planning skills
• Proven focus on internal and external customer satisfaction
• Ability to work as part of a diverse team.
• Strong MS Office Suite (Excel, Word, Power Point, MS Project)
• Excellent verbal and written communication skills