Technical Support Analyst - Tier II (Remote UK)

We are looking for an experienced, passionate, and talented individual with excellent problem solving and communication skills to join our technical support team. Our Tier II Tech Support Analysts provide second-tier technical support for Uniguest customers via telephone, chat, and support portal. Tier 2 takes ownership of break/fix customer issues and represents a higher level of resolution skill and customer satisfaction for our business. You will have the opportunity to work with our field engineers and support engineers to fully understand the problem, diagnose and reproduce issues, and 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. Please note, this position will begin in January 2026. We are seeking candidates available to start at that time.

Primary Responsibilities

• Contribute to the IP of Uniguest and support the mission of the company and the tech support group (UCrew).
• Provide technical support for customers by troubleshooting a variety of applications and product lines.
• Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates.
• Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage.
• Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations.
• Work with customers and their IT teams to resolve long-duration issues effectively.
• Provide one-on-one coaching for Tier 1 agents who frequently escalate cases unnecessarily, helping them grow and develop.
• Demonstrate internal leadership through initiative-taking problem-solving and mentorship of Tier 1 team members.
• Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases.
• Take the lead on specific product areas, such as HUB Education (eStream), based on experience and team needs.
• Ensure accurate and thorough documentation in the Uniguest case system.
• Complete assigned projects, including account organization, documentation, and process improvements.
• Escalate cases appropriately to higher Tier or Supervisor when necessary.
• Exhibit positive work behaviors outlined in the Uniguest Employee Handbook.
• Bring creative solutions and innovation to drive continuous improvement.
• Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers.
• Responsibilities may be adjusted as business needs evolve.

Experience & Skills

• TCP/IP networking knowledge including Multicast is preferred.
• Previous experience as a Tier 2/3 technical Support is preferred.
• Ability to effectively communicate issues and resolutions to all levels of the organization and customer base.
• Ability to work on own initiative and be a team player.
• Ability to multi-task.
• Passion for delivering top-tier customer support in a 24x7x365 environment.
• Strong troubleshooting skills in both software and hardware.
• Ability to learn new technologies quickly.
• Advanced written and verbal communication skills for effectively assisting both technical and non-technical audiences.
• Excellent customer service skills with a proactive and problem-solving mindset.
• Strong initiative, resourcefulness, and the ability to work independently and collaboratively.
• High-level research and analytical skills to identify and address emerging customer-impacting trends.
• Ability to multitask, manage time effectively, and prioritize tasks in a fast-paced environment.

Preferred Qualifications

• Candidates with or pursuing an associate’s degree in an IT-related field; certifications such as A+, Network+, MCP, Linux, etc. are a plus.
• Linux System Administration Experience including installation, administration, and troubleshooting Linux systems.
• Scripting experience in one or more languages (bash, Python, etc.).
• Contact Center experience.

What We Offer

• Supportive leadership team that rewards initiative and success.
• Employee Assistance Program (EAP).
• Employee Referral Bonus Program.
• Professional Development & Training Reimbursement Program.
• Potential for advancement opportunities.
• Performance bonuses.
• Employee Recognition Rewards Program.

About Uniguest

Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, specialty 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. Uniguest 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.