Desktop Support Engineer jobs

At Khaos Control, we develop ERP software that helps businesses run their operations every day. Our customers rely on our software to keep their businesses moving, and when they need support, they expect knowledgeable people who care about solving problems and making things happen.

We're building more than a support team. We're building a support function that customers trust, employees are proud to be part of, and the rest of the business looks to as an example of excellence.

We believe exceptional support comes from people who combine technical expertise with curiosity, ownership, great communication and a genuine desire to improve the experience for everyone around them.

Role Purpose

As a Technical Support Engineer, you will investigate and resolve complex customer issues across the Khaos Control platform. The majority of your work will focus on our Windows-based, on-premise ERP solution, alongside supporting our growing SaaS platform.

This is an application support role rather than a traditional IT support position. You'll be comfortable troubleshooting across application, Windows operating system and database layers to identify the root cause of issues, while ensuring every customer receives an outstanding experience.

Beyond resolving tickets, you'll help improve our products, processes, documentation and ways of working. We expect every engineer to leave the team stronger than they found it.

Key Responsibilities

Customer Excellence

• Take ownership of customer issues from initial investigation through to resolution.
• Build confidence by communicating clearly, professionally and proactively.
• Keep customers informed without needing to be chased for updates.
• Explain technical concepts in a way that customers understand.
• Manage customer expectations positively and professionally.
• Handle challenging situations calmly while maintaining trust and confidence.
• Develop long-term relationships with customers through consistently excellent service.

Technical Excellence

• Investigate and resolve complex ERP software issues.
• Diagnose issues across Windows Server environments, application services and supporting infrastructure.
• Troubleshoot software installation, configuration and upgrades within customer environments.
• Investigate SQL databases to identify data issues and root causes.
• Understand how Windows services, permissions, networking and configuration affect application behaviour.
• Work closely with Development to investigate software defects and product improvements.
• Identify and resolve underlying causes rather than simply treating symptoms.
• Produce clear technical investigations that enable rapid and effective resolution.

Continuous Improvement

We expect every engineer to improve the business, not simply support it.

This includes:

• identifying recurring customer pain points
• recommending improvements to products and internal processes
• helping reduce repeat incidents
• improving internal tooling and ways of working
• embracing AI and emerging technologies to improve efficiency and customer outcomes
• contributing ideas that raise the standard of the entire Support function

We value people who challenge the status quo constructively and help drive positive change.

Documentation & Knowledge

We believe documentation is part of engineering, not an afterthought.

You will:

• continuously improve our internal knowledge base
• create documentation that is clear, accurate and easy to follow
• ensure existing documentation remains current and relevant
• share knowledge openly with colleagues
• use AI tools to accelerate documentation while remaining accountable for its quality and accuracy

Team Contribution

• Support and mentor less experienced colleagues.
• Share technical knowledge freely.
• Participate in ticket reviews and technical discussions.
• Collaborate closely with Support, Development and Customer Success.
• Be a positive influence on the culture, standards and professionalism of the team.

What Makes Someone Exceptional

Our best engineers don't simply solve technical problems.

They:

• build confidence with every customer interaction
• communicate brilliantly, even during difficult situations
• naturally take ownership and see issues through to completion
• spot recurring problems and help eliminate them permanently
• improve documentation whenever they learn something new
• embrace AI and new technology to work smarter
• challenge outdated processes and suggest better ways of working
• willingly share knowledge and help others succeed
• bring curiosity, enthusiasm and professionalism to the team
• leave every customer, colleague and process better than they found it

Skills & Experience

Essential

• At least three years' experience supporting ERP, SaaS or other business-critical software.
• Strong knowledge of Microsoft Windows desktop and Windows Server environments.
• Experience troubleshooting Windows services, application configuration, networking, user permissions and system administration.
• Working knowledge of Microsoft SQL Server and SQL queries for investigation and troubleshooting.
• Excellent analytical and problem-solving skills with a methodical approach.
• Experience using service management platforms such as Zoho Desk, Jira or similar.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities while maintaining a high standard of customer communication.

Desirable

• Experience supporting enterprise ERP software.
• Experience with Microsoft IIS.
• Knowledge of APIs and application integrations.
• Familiarity with Active Directory.
• Understanding of networking fundamentals.
• Experience supporting both on-premise and SaaS software solutions.

Behaviours We Value

We're looking for people who:

• genuinely enjoy helping customers succeed
• are naturally curious and enjoy solving difficult technical problems
• take ownership rather than waiting for direction
• look for opportunities to improve everything around them
• communicate with confidence, empathy and professionalism
• enjoy collaborating and sharing knowledge
• embrace AI and new technologies as part of modern engineering
• bring enthusiasm, personality and positive energy to the team
• care about raising standards for both themselves and those around them

Success Measures

Success in this role is measured by the impact you have on both our customers and our business.

You'll consistently demonstrate:

• outstanding customer feedback
• excellent technical quality
• proactive and professional customer communication
• ownership of issues through to completion
• meaningful contributions to documentation and knowledge sharing
• ideas that improve our products, processes or ways of working
• a positive influence on the wider Support team

Career Progression

Technical Support Engineer is an experienced technical role within our Support function.

Progression is based on sustained performance, technical capability, customer excellence, leadership through example and the positive impact you have on both our customers and colleagues.

We reward people who raise standards, improve the business and help those around them succeed.

Job Types: Full-time, Permanent

Pay: £28,000.00-£35,000.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Free flu jabs
• Life insurance
• On-site parking
• Work from home

Application question(s):

• Describe a problem you investigated using SQL. What was the issue, how did you use SQL to investigate it, and what did you discover?

Please include specific examples from your own experience.

• How would you rate your SQL knowledge?

No experience
Basic: I can run existing queries
Intermediate: I regularly write SELECT statements with JOIN, WHERE and GROUP BY
Advanced: I write complex queries, troubleshoot data issues and optimise queries

• Tell us about a complex customer issue you personally owned from start to finish. How did you investigate it, keep the customer informed, and what was the outcome?
• We’re very comfortable with candidates using GenAI tools to help structure their answers. Used well, they can be a useful way to organise your thoughts and communicate clearly.

That said, if your application progresses, we will explore your answers in detail during the interview process. Please make sure anything you submit genuinely reflects your own experience and that you can talk confidently about the examples, decisions and outcomes you describe.

Work Location: Hybrid remote in Lincolnshire