Technical Support Engineer

Location: Leeds, UK (Headquarters)
Salary: Up to 30k, negotiable on experience
Hours: Fulltime
Experience Required: 2 years in a similar role
About Hark Systems
Hark is an award-winning Energy Analytics and Industrial IoT company based in Leeds. Known for the innovative technology in our subscription cloud platform, we’re on a mission to improve efficiency, maximise yield and reduce waste.
The Hark Platform is helping alert Energy Managers and Asset Operators, through machine learning and advanced statistics, to abnormalities across their estate, informing actions such as preventative maintenance, regulatory compliance, asset control and energy management. With the ability to connect to existing assets such as Building Management Systems, Energy Systems, Process Automation Controllers (used to power factories and industrial systems) the Hark Platform is enabling intelligent solutions across large estates – connectivity, visibility, and intelligence. Hark have deployed successful solutions within the Life Sciences sector for cold chain monitoring, a nationwide rollout of real-time energy monitoring capability for UK Supermarkets – across 600+ locations, as well as licensed the technology to Fortune 500 companies in the industrial space.
Hark are controlling assets such as Lights, HVAC systems and Energy Storage assets for a varied set of purposes which creates future business opportunities, as these solutions use the same technology and same underlying core platform.
We are working with 2 of the top 4 supermarkets and have solutions deployed across retail, life sciences and manufacturing. The Hark Platform is helping alert Energy Managers and Asset Operators to abnormalities across their estate, informing actions such as preventative maintenance, regulatory compliance, asset control and energy management.
We are a thriving company run by a passionate team, striving to be thought and industry leaders. The team is focussed on delivering maximum impact in a supportive, fast paced environment, driving innovation and best practice in everything we do by following our core values:
Good by default
Open to new ideas
Always improving The Opportunity
We are seeking a Technical Support Technician that is passionate about technology and sustainability to support our diverse range of IoT and energy solutions. This role is pivotal in assisting with the deployment and ongoing support of Hark's technology across our client base. The successful candidate will join our team during a period of significant growth, offering a unique opportunity to contribute to impactful projects that drive environmental sustainability.
Key Responsibilities
Provide technical support for Hark Systems’ IoT solutions, with a focus on energy applications, alongside retail, life sciences, smart buildings, and manufacturing sectors.
Manage and resolve customer issues involving energy management systems, solar PV monitoring, and other IoT applications, ensuring high levels of customer satisfaction.
Work closely with expert internal teams to troubleshoot and diagnose problems, offering timely and effective solutions.
Create, review, and maintain comprehensive documentation, including troubleshooting guides and FAQ resources for internal and external use.
Engage directly with customers through various channels (phone, email, chat) to guide them through resolving technical issues, using remote support tools as necessary.
Other responsibilities
Contribute back to the wider knowledge of the Hark team.
Be r
ecognised as one of the main support contacts for customers and suppliers.
Day-to-day you will communicate with different customers, suppliers and the Hark team.
Be accountable for the assigned work’s content, accuracy and completeness.
Where required escalating to the Hark leadership team where necessary.
Planning and managing your own time and work, contributing to overall SLA compliance
How you will succeed Regular one-to-one progress reviews with your line manager.
Documents and other files when produced are consistent, high quality and at the standard the team expect.
Working with other members of the team to ship solutions together
Sharing the knowledge with other members of your team to support customers and deployments.
Customers providing positive feedback about Hark and service delivery satisfaction is considered excellent.
Maintain client confidentiality and build a trusting relationship with clients.
Job Brief As a Technical Support Technician at Hark Systems, you will be an integral part of our team, offering technical assistance on our innovative software and hardware solutions to our customers. Your role will span a variety of tasks, including network issue resolution, hardware commissioning, operating system configuration, software commissioning and direct support through remote tools. This position requires a blend of technical expertise, a passion for sustainability, and the ability to communicate complex information clearly and effectively.
Requirements
Demonstrable experience in technical support, IT help desk, or a similar customer facing role.
A strong understanding of computer systems, IoT devices, and technical products.
Proficiency in Linux/Windows environments and familiarity with remote desktop and help desk software.
Excellent problem-solving skills and the ability to communicate technical guidance clearly.
A qualification in Information Technology, Computer Science, or relevant field, or equivalent experience. Additional certifications in areas such as programming, computer science, technical support, networking etc are highly regarded.
Experience in IOT technologies, energy management systems and other related technology areas is preferred.
Exposure to platforms such as AWS, Azure and GCE) Experience in communication protocols such as MQTT, BACnet, Modbus and others would be be an advantage
Basic programming skills such as Bash and Power shell would be an advantage
Strong people skills; ability to communicate effectively across management levels on a global basis
Excellent problem-solving skills and the ability to communicate technical guidance clearly.
Ability to work well both independently and as part of a cross functional team.
As a member of the team, you will have
Flexible working hours with the opportunity to work remotely
The ability to take ownership, drive change, and grow our culture and company
Quarterly social activities and team building exercises such as escape rooms and paintballing
A competitive package including a high-quality tech setup for optimal performance.
Flexible working arrangements to support work life balance.
Opportunities for professional development, including attendance at leading technology and sustainability conferences.
A dynamic and supportive team environment where you can take ownership of your work and contribute to the growth and direction of the company.
Up to £30k negotiable based on experience
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