Technical Support Engineer

THE ROLE

We are seeking an intelligent, highly motivated Technical Support Engineer with excellent troubleshooting and communication skills to join our support team. The ideal candidate is a proficient problem solver, self-directed and passionate in providing exceptional customer service. This is a terrific opportunity to join a successful company, in a role supporting our international client base and offers exposure to a variety of different technologies.

RESPONSIBILITIES

Logging and answering both technical and functional queries for international partners and customers
Analysing and resolving application problems in complex, multi-tier customer deployments, often with no direct access to the affected system
Participate in rota providing office cover from 8:00am to 10:30pm, Monday to Friday and out of hours on-call cover 24x7x365
Identifying and reporting defects in our application code, and managing fixes through Development
Documenting solutions to grow our knowledge base
Making recommendations on areas of process improvement
Suggesting and adopting ways to improve the overall customer experience
Providing internal feedback on our products from a customer and technical perspectiveKEY SKILLS AND EXPERIENCE

BSc in Computer Science or equivalent relevant technical qualification, or professional work experience in a support function, ideally externally within a software company
Experience of using case management tools
Experience of using Virtual Machines
Experience of multi-tier application support in a Microsoft environment, including:
IIS
TCP/IP
MS SQL and MS SQL Server
Azure
Active Directory/LDAP
COM/DCOM
PKI
Exceptional analytical and troubleshooting skills
Strong written and verbal communication skills
Able to multi-task and prioritise effectively
Experience of some the following would be advantageous:
Entra
Certificate Authorities
Smartcards and Middleware
Firewalls
Scripting languages and/or Development
Mobile app support and technologies
Salesforce administration desirableGENERAL REQUIREMENTS

Must be customer facing and enjoy working with partners and customers
You will possess strong communication skills
Able to work effectively alone and with others within own and wider teams to achieve successful resolution of customer's issues in a timely manner
Driven and pro-active, with a can-do attitude
Self-motivated, working with a minimum of supervision
Willing and able to undertake rare international travel, if required, in carrying out Support duties
Eligible to obtain UK security clearanceThe salary is £35,000 to £40,000 plus benefits and offers hybrid working of 2x days per week on-site in Rugby