Roles Infrastructure

Technical Support Engineer

  • Location: Bracknell
  • Type: Permanent
  • Payment: £35000 - 45000
  • Per: Annum
  • Role: Infrastructure

Posted by : Amy Simpson

Email : amy.simpson@intecselect.com

Technical Support Engineer – Circa £45K – Fully Remote

Overview:
An excellent opportunity has arisen with a leading software and solutions company operating on a global scale. We are seeking an experienced Technical Support Engineer working on a fully remote basis assisting customers with the use and usability of the application. You will be responsible for troubleshooting and resolving issues while providing exceptional service. This is an excellent company with a great culture and a very exciting suite of products.

Roles & Responsibilities:

  • Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities
  • Resolve escalated issues from Tier 1 Support and the ability to research problems independently and identify root cause of issues using  problem solving skills
  • Timely, accurate, and complete responses to inquiries and full documentation of issues in Salesforce ticket system. Consistently and effectively communicating with management to make sure issues are  escalated and resolved
  • Effectively communicate product issues to the customer enabling timely solution while maintaining customer satisfaction. Document complex customer issues through Knowledge Base
  • Replicating customer scenarios for configuration /environmental solutions and /or readying the issue for engineering review
  • Analysing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution
  • Log product deficiencies in JIRA and work with engineering to pursue acceptable resolutions
  • Provide technical expertise to conduct specific performance or functional tests associated with resolving issues
  • Provide coverage for standard and late shift patterns (late shift 11:30 – 20:00) and on call weekend coverage on an ongoing rotational basis

Essential skills & experience:

  • Experience within a customer focused application support role
  • Working knowledge of PC’s, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms
  • Excellent analytical and problem-solving skills
  • Exceptional organizational, time-management and planning skills with a strong attention to detail needed
  • Excellent written, oral communication, listening and telephone skills
  • Bachelor’s degree or equivalent in Computer Science or related field with 3 plus years experience in enterprise software application support
  • Knowledge of SQL scripting and database experience with MS SQL and Oracle platforms
  • Experience with any of the following technologies is a plus but not required; Dynatrace, BIRT report development, Splunk log management, WireShark, Fiddler
  • Experience in providing European language support would be an advantage

Package:

  • Salary Circa £45K
  • Private medical insurance
  • Pension scheme
  • Workplace flexibility

Technical Support Engineer – Circa £45K – Fully Remote

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