Technical Support Engineer New United Kingdom

Applied Intuition Inc.; Piccotts End; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A leading software solutions company is seeking a Technical Support Specialist to troubleshoot issues for customers using the NetDocuments platform. The ideal candidate has experience in a technical role, with a strong focus on problem-solving and communication skills. Responsibilities include managing support cases and becoming proficient in the company's products. A degree in IT or a related field, along with familiarity with systems like Windows and Active Directory, is essential. Join a growing team offering competitive compensation and comprehensive benefits.

Benefits

Healthcare premiums covered

Pension match at 4%

24 PTO a year

Merit increases twice a year

Qualifications

• 2+ years relevant experience in a technical role.
• Experience using and/or troubleshooting issues with Windows 7-11, OSX Sonoma-Tahoe, Office 2010-365, iOS/Android.
• Strong problem-solving skills and customer focus.

Responsibilities

• Become technically proficient in the NetDocuments suite of products.
• Troubleshoot technical problems and resolve issues for customers.
• Manage and respond to your backlog of Support Cases in a timely fashion.

Skills

Problem Solving

Communication Proficiency

Customer Focus

Technical Capacity

Task Management

Education

Associates or bachelor’s degree in Computer Science or IT

Tools

Fiddler

Wireshark

Splunk

Windows Administrative Tools

Active Directory

Job description

Overview

NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. NetDocuments is a hybrid, remote-friendly workplace.

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have questions about communications you have received, please contact [e-mail] so our team can review.

What You’ll Do

• Become technically proficient in the NetDocuments suite of products
• Answer incoming phone calls and own incoming Support Cases through our Support Portal
• Troubleshoot technical problems and resolve issues for customers using the NetDocuments platform
• Manage and respond to your backlog of Support Cases in a timely fashion
• Own your Support Cases from creation through resolution
• Participate in the Software Development lifecycle through diagnosis and reporting of new and known issues
• Participate in KCS by creating and editing Knowledge Base articles
• Quickly ramp up on new releases, enhancements, and product functionality to ensure successful support for customers
• Assist in after hours on-call Support rotation (optional and paid)
• Other duties as assigned
• Technical Capacity – you know your way around an Operating System and are actively interested in the technology that makes the world run
• Customer Focus – you are empathetic and able to understand the pain points your customer is facing
• Problem Solving – you can see the difference between the desired result and the observed result and can think tactically about how to get there
• Communication Proficiency – you are an active listener and know how to help customers and peers understand any issue whether in writing or on the phone
• Task Management – you own your day and can prioritize it accordingly to get it all done

What You’ll Need to Be Successful

• Associates or bachelor’s degree in Computer Science or IT related field or equivalent experience
• 2+ years relevant experience in a technical role
• Experience using and/or troubleshooting issues with:
  • Windows 7-11
  • OSX Sonoma-Tahoe
  • Office 2010-365
  • iOS/Android
  • Command Line/Terminal
  • Windows Registry

What Will Make You Stand Out

Experience with the following Systems:

• MS SQL
• Couchbase
• Citrix
• REST API

Experience with the following Tools:

• Fiddler or Wireshark
• Splunk
• Windows Administrative Tools (Event Viewer, Task Manager, Process Monitor)
• Active Directory

What You’ll Love About NetDocuments

• Healthcare premiums company covered
• Pension match at 4% company contribution
• Twice a year merit increases
• 24 PTO a year, not including the 8 paid holidays
• Authenticity and accountability from leadership
• Connection, access, and mentorship from exceptional leaders
• Growing company with opportunities for advancement

Compensation

The compensation range for this position is: £40,000 - £45,000. The posted cash compensation includes on target earnings (base salary and variable where applicable). Some roles may qualify for overtime pay. Individual compensation packages are determined based on factors such as career level, skills, experience, geographic location, qualifications, and other job-related considerations.

Equal Opportunity Employer NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity and/or expression, military or veteran status, or any other status protected by law.

Voluntary Self-Identification and Disposal of Disclosures

For government reporting purposes, we invite candidates to respond to a voluntary self-identification survey. Completion is voluntary and confidential. Information provided will be recorded and maintained in a confidential file and will not be used in the hiring decision. If you have questions about this form, contact OFCCP guidance or visit dol.gov/ofccp. A disability is a condition that substantially limits one or more major life activities. Disabilities include, but are not limited to: a list is provided for reference in the original posting and is not intended to be exhaustive.

PUBLIC BURDEN STATEMENT: This collection of information is required for compliance with applicable laws and is described in the related notices.