IT Support Engineer

We have an immediate opening for a Customer Support Engineer to join an experienced support team. Your role will be focused on supporting our customers primarily in Life Sciences and Engineering. Duties will include email and telephone support, testing of systems and software, technical demonstrations and various computer-based and physical housekeeping activities. The role is varied, and you will enjoy a busy professional environment in the office and at our customer sites. You will operate in many interesting technical fields. You will be organised and confident and thrive as part of a team. Key Responsibilities * Customer Support: Provide first-line technical support to customers using various methods, such as telephone, email, video calls, and desktop sharing. * Documentation: Accurately document customer issues and installations, clearly capturing all important details. Ensure tickets, customer account contacts, processes, and procedures remain current. * Installation and training: Plan and deliver installation and commissioning of new systems and software training. Travelling in the UK and internationally approximately 10 – 20% of the time * Product Support: Create content for effective support and promotional purposes, such as documentation, website FAQs, tutorials, videos, and working examples. * Testing: Test software and hardware to quality-assure products before release. Replicate and record bugs and feature requests from customers. * Demonstrations: Assist Senior Engineers and the Sales team by developing effective demonstrations for prospective clientele and partners. Represent at trade shows, conferences, and events. Required Skills, Knowledge and Expertise * Graduate in a relevant numerate/technical discipline or 3 years of relevant industry experience. * Good written communication in all spoken languages. * Able to undertake domestic and international travel. * Confident & able to communicate professionally at all levels. * Excellent presentation skills. * Self-motivated and resourceful in finding solutions by working with others * Organised and able to prioritise tasks working alone or within a team * Good computer skills using a variety of Windows desktop applications * The right to legally live and work in the UK Advantagous if you have: * biomechanics or bioengineering background * Knowledge of one or more of the following: MATLAB, Python, Visual3D, Labview * Experience in creating video or tutorial content * Previous customer service or customer support experience, ideally in a technical background