Technical Support Engineer (First Line Support)
Transform your career with one of the most exciting, ambitious software companies.
RealVNC is a highly successful, forward-thinking software company based in Cambridge (UK) City Center. As the original developers of VNC remote-access technology, our software is used by hundreds of millions of users worldwide from the non-technical home user to IT professionals from global companies, such as Intel, Google, IBM, DreamWorks, NASA and Philips.
We have immediate, significant expansion plans and are looking for a bright and ambitious Technical Support Engineer to join our growing team. This is a fantastic role for a talented individual to take an active part in providing a first class support service to RealVNC customers while influencing changes and improvements to the product suite. This role also offers excellent opportunities for personal and professional development.
You'll work providing technical support for external customers who require assistance on the range of VNC products. Day-to-day responsibilities will include answering support queries by phone and email, taking ownership of support tickets up to resolution, researching technical software problems and interacting with team members in escalating any difficult issues. Other tasks will include contributing to maintaining an up-to-date knowledge base of known issues and workarounds, testing documentation to ensure it is current and accurate and testing new builds of software prior to general release. Occasional assistance to the Sales and Marketing teams on customer projects and pre-sales technical support will also be required.
The responsibilities of this role include:
- Responding professionally and effectively to customer support enquires via email and telephone up to first line support
- Maintaining and updating the RealVNC knowledge base
- Assisting with the Sales and Marketing teams on customer projects and pre-sales technical support
- Supporting the Technical Support Manager with projects and activities as may reasonably be required of the role
- Liaising with internal and external stakeholders and acting as a representative of RealVNC at all times
Your skills and experience should include:
- Educated to at least A level standard (or equivalent qualification)
- Understanding of the importance of providing excellent customer service
- Passionate interest in technology and willingness to learn
- Basic understanding of computer networking and network principles
- The ability to approach problems systematically and logically
- Excellent oral and written communication skills
- A confident, professional style with collaborative team working skills
- The ability to work autonomously and proactively
- Previous customer support experience is not essential although highly desirable
Benefits
This is a rare opportunity to make a contribution to the continued success and growth of a world-class company with huge potential and vision. The successful candidate will be compensated with an attractive package appropriate to qualifications and experience, to include a competitive salary in the region of £15k - £17k and generous benefits including contributory pension, childcare vouchers and private dental and medical care.
This is a full time post working 35 hours per week and will include an on-call working requirement, flexibility will also be required to accommodate a global market.
How to apply
For further information or to apply for this vacancy, please send a covering letter and copy of a recent CV quoting the reference TSE2 to careers@realvnc.com.
RealVNC has a responsibility to ensure that all staff are eligible to live and work in the UK and candidates invited to interview are requested to provide proof of their eligibility to work. At this point, we will only consider candidates resident in the Cambridge (UK) area for this role.
RealVNC is an equal opportunities employer, committed to staff welfare and professional development.
We will not consider agency applications for this post.