Frontend Technical Support Engineer

Overview

Location: Staines, Surrey – hybrid 

Duration: 6 months 

We are partnering with a leading technology company that delivers an innovative, cloud-based platform designed to streamline and optimize critical enterprise operations. This organization is at the forefront of digital transformation, empowering businesses to achieve greater efficiency and agility through its flexible and intuitive solutions. As an Aquent talent, you will play a pivotal role in ensuring the seamless operation and continuous improvement of this essential platform, directly impacting user success and overall client satisfaction.

About the Role:

Are you a proactive problem-solver with a passion for technology and a knack for unraveling complex technical challenges? We are seeking a talented individual to join a dynamic support team where your expertise will be crucial in maintaining the integrity and performance of a cutting-edge enterprise platform. This is an exciting opportunity to act as a vital link between users and engineering, ensuring robust support and contributing to best practices that drive operational excellence. You will directly contribute to the stability and success of a widely used cloud application, making a tangible difference for its global user base.

What You’ll Do:

• Provide expert technical support to users and administrators of the platform, guiding them through complex issues.
• Contribute to the development and refinement of best practices for delivering exceptional support services.
• Leverage your deep understanding of cloud technologies and advanced troubleshooting methodologies to resolve challenging technical situations effectively.
• Champion customer needs, skillfully prioritizing and managing incidents and escalations with autonomy.
• Collaborate closely with cross-functional teams, including operations and engineering, to enhance tools and processes for faster issue resolution and continuous improvement.

Skills & Experience required:

•  Proven ability to diagnose and resolve intricate technical problems, including understanding user permission levels, system configurations, and policy execution in various operating environments.
• Familiarity with essential network protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST.
• Hands-on experience with troubleshooting tools like Wireshark and Traceroute.
• Solid object-oriented programming skills (Java strongly preferred).
• Exceptional troubleshooting and root cause isolation capabilities.
• A creative and analytical approach to problem-solving.
• Proficiency in analyzing log files and applying standard debugging concepts.
• Familiarity with industry-standard practices and tools for incident management, knowledge base utilization, defect tracking, and escalation management.
• Excellent verbal and written communication skills, enabling clear and effective interaction with technical and non-technical stakeholders.
• Strong code debugging skills.
• Proficient in network and operating system debugging.

** This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response within 48 hours of your application, please assume that you have not been selected for progression to the next stage of the hiring process **