Job Description:

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 perspective

KEY 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 desirable

GENERAL 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 clearance

The salary is £35,000 to £40,000 plus benefits and offers hybrid working of 2x days per week on-site in Rugby.