{"id":1756446,"url":"https://alion.io/job/uniguest-technical-support-engineer","title":"Technical Support Engineer","company":{"id":1943792,"name":"Uniguest","domain":"uniguest.com","url":"https://alion.io/company/uniguest","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":75000,"period":"year","method":"role_country_seniority_unknown","sample_n":55},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"TCP/IP","optional":false},{"name":"Linux","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-08-20T13:42:00Z","employer_posted_date":"2026-08-20","last_verified_at":"2026-10-08T00:08:36Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"Position Summary\nWe are looking for an experienced and talented individual with excellent problem solving and communication skills to join our technical support team.\nOur Tier II/III Technical Support Engineers provide second-tier technical support for Uniguest customers via telephone, chat, and support portal. Tier II/III takes ownership of break/fix customer issues and represents a higher level of resolution skill and customer satisfaction for our business.\nYou will have the opportunity to work with our field engineers and support engineers to fully understand the problem and diagnose and reproduce issues as well as assist the development team in solving issues. You will also collaborate with our engineering and product teams to define extra functionality that either improves the stability of the software or makes issue diagnosis simpler.\nPrimary Responsibilities\nContribute to the IP of Uniguest and support the mission of the company and the technical support group.\nProvide technical support for customers by troubleshooting a variety of applications and product lines.\nAssist Tier I agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates.\nEncourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier I's on effective usage.\nTake ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations.\nWork with customers and their IT teams to resolve long-duration issues effectively.\nDemonstrate internal leadership through initiative-taking problem-solving and mentorship of Tier I team members.\nHelp manage the Tier II case backlog by properly categorizing, prioritizing, and actively working cases.\nEnsure accurate and thorough documentation in the Uniguest case system.\nComplete assigned projects, including account organisations, documentation, and process improvements.\nEscalate cases appropriately to higher Tier or Supervisor when necessary.\nBring creative solutions and innovation to drive continuous improvement.\nResponsibilities may be adjusted as business needs evolve.\nExperience & Skills\nTCP/IP networking knowledge including Multicast preferred.\nPrevious experience as a Tier II/III technical support is preferred.\nAbility to effectively communicate issues and resolutions to all levels of the organisation and customer base.\nAbility to work on own initiative and be a team player.\nStrong troubleshooting skills in both software and hardware.\nStrong written and verbal communication skills for effectively assisting both technical and non-technical audiences.\nExcellent customer service skills.\nHigh-level research and analytical skills to identify and address emerging customer-impacting trends.\nPreferred Qualifications\nCandidates with or pursuing a degree in an IT related field preferred.\nLinux System Administration Experience including installation, administration, and troubleshooting Linux systems.\nScripting experience in one or more languages (bash, Python, etc.)\nContact Centre experience.\nWhat We Offer\nEmployee Assistance Program (EAP)\nEmployee Referral Bonus Program\nProfessional Development & Training Reimbursement Program.\nEmployee Recognition Rewards Program\nLocation Specific Benefits\nAbout Uniguest\nUniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, speciality retail, education, and corporate sectors. Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-built kiosks (PC, iMac, tablet), digital signage, Interactive TV, tablets, remote printing, and more - all designed to deliver a consistent and safe experience to our clients' customers.\nUniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications. Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.","description_format":"text","description_chars":4432,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-03T10:57:53Z"}],"visa":[],"liveness":{"score":20,"band":"cold","label":"Long shot","p_open":1,"p_active":0.434,"p_room":0.45,"age_days":47,"expected_fill_days":26,"reasons":["conf:1","win:tail"],"computed_at":"2026-10-07T05:47:15Z"},"pay":null,"html_url":"https://alion.io/job/uniguest-technical-support-engineer","json_url":"https://alion.io/job/uniguest-technical-support-engineer.json","meta":{"generated_at":"2026-10-08T02:03:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3605,"day_limit":5000,"remaining_today":1395,"minute_limit":60,"resets_at":"2026-10-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1943792},"rest":"https://alion.io/mcp/rest/get_company?id=1943792"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Funiguest-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Funiguest-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Funiguest-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/uniguest-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Funiguest-technical-support-engineer"}]}