Post-Sales Support EngineerLondon (with hybrid working and occasional travel to client sites)The CompanyWorking with many of the biggest names in the IT industry, such as Dell EMC, Intel, NVIDIA and Teradici, Amulet Hotkey is a proven innovator in the design, manufacture and system integration of high availability IT solutions for remote physical and virtual PC and server workstations.Amulet Hotkey has recently entered the latest exciting chapter of its 30 years history with significant growth investment from a leading UK based tech fund and we are well placed to continue our growth curve. Our core market of financial trading systems has expanded into command and control, emergency call centres, investment banks, oil & gas, CAD designers, digital content creation, and post-production studios around the world. What’s more, our customer base includes Fortune 500 and Global 2000 enterprises as well as local and national governments.Amulet Hotkey was founded in 1990 and is headquartered in the UK where its design and manufacturing facilities are based with sales, support and technology centres in London and New York.We’re now looking for a Post-Sales Support Engineer to provide high-quality support to our customers, partners and Sales Team.The Benefits- Salary of £35,000 - £45,000 per annum- 25 days’ holiday plus bank holidays, rising to 28 days with service- Pension scheme with 6% employer, 4% employee contributions- Health cash plan with access to wellbeing advice and perks- Cycle scheme for any budding cyclists- Professional development support and membership fees covered- Flexitime scheme- The opportunity to work from home with occasional visits to our London office- Joining bonus (direct applicants only)This is an excellent opportunity for an IT support professional, looking for experience in a sector-leading business, to gain exposure to some of the industry’s largest organisations.With 30 years of tech expertise under our belt, you’ll have the chance to advance your skill set and experience within a knowledgeable team and develop your career as we continue to grow.So, if you have the skills and experience we’re looking for and are eager to develop professionally as a valued member of our team, then we want to hear from you!The RoleAs a Post-Sales Support Engineer, you will be responsible for offering technical support to our customers, partners and Sales Team, with a specific focus on EMEA.As a trusted advisor to our customers, you will provide key assistance and complex troubleshooting for all technical support and helpdesk queries, ensuring a speedy and efficient resolution.As part of the Global Post-Sales Support Team, you will help provide solutions to business challenges whilst using your technical expertise and knowledge of the market to contribute to service revenue generation.Additionally, you will:- Support pre-sales and deployment teams at installation sites- Manage Trouble Tickets throughout their lifecycle on internal systems- Conduct root cause analysis of incidents to identify the cause of the failing- Update troubleshooting information with new fault-finding techniques and workarounds- Identify hardware components that need to be returned via the RMA processAbout YouTo be considered as a Post-Sales Support Engineer, you will need:- Experience of providing remote support for users and systems, including resolution of technical issues via the phone, email and online ticketing systems- A good understanding of IP Networking (TCP/IP and UDP/IP)- Knowledge of computer hardware and OS (Windows/Linux/macOS), application installations and technical support technologies- A proactive and inquisitive approach to fault-finding and troubleshooting- The ability to build and maintain relationships with internal and external stakeholders- Excellent communication and team working skills- A willingness to travelVMware experience would be beneficial to your application, as would knowledge of GPU Hardware (NVIDIA, AMD).An understanding of PCoIP, Citrix, and other remoting protocols would also be advantageous.Other organisations may call this role IT Support Engineer, IT Engineer, 1st Line Support Engineer, 2nd Line Support Engineer, Support Desk Engineer, IT Engineer, Helpdesk Support Engineer, or Infrastructure Support Engineer, IT Support Analyst