Senior Technical Support Engineer

Reference:

39519/SVO/VVN

Sector:

IT, Technical Engineer

Salary:

£238.50 Per Day

Town/City:

Staines

Contract Type:

Full time

Date Posted:

30/05/2022 13:05:00

Our client is searching for a strong customer advocate to provide support to users/administrators of the client's platform and to contribute to the growth of best practices for delivery of support services.

The successful candidate will need the following:

  • Understand the client's platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
  • Manage and resolve all issues.
  • Experience in

assessing, troubleshooting, resolving and providing root cause analysis for product issues.

  • Manage customers' expectations and experience in a way that results in high customer satisfaction.
  • Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
  • Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
  • Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
  • Help in development and mentoring of team members in various technologies and ServiceNow Platform.
  • Suggest and implement improvements to internal processes.
  • Work on technical and non-technical projects.
  • Communicate with customers and our teams through case, phone and other electronic methods.
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
  • Maintain impeccable case hygiene and customer related files and records.
  • Participate in the weekend support on-call rotation.

Education/Skills:

Bachelors in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment

Must have experience implementing, maintaining or supporting one (or more) of the following:

  • Demonstrated ability to troubleshoot the most difficult technical issues in time critical situations
  • Experience diagnosing performance related issues.
  • Ability to understand and communicate complex technical systems
  • Proven ability to maintain a professional demeanor when handling complex user issues
  • Working knowledge of the components in a web applications stack
  • Solid background in Linux, UNIX or other OS
  • Strong experience working with dynamic HTML components: AJAX, Java/JavaScript, CSS, XML, HTML, XHTML
  • Experience and understanding of Object Oriented Design
  • Experience with relational databases such as MySQL, Oracle
  • Ability to read, analyze Application & Database logs
  • Strong experience working in Java or similar backend programming language
  • Excellent written and verbal communication skills in English - with the ability to clearly articulate solutions to complex technical problems
  • Ability to work with high-value customer administrators and developers
  • Excellent time management skills
  • Personal commitment to quality and customer service

Must have experience in working with one (or more) of the following technologies / languages:

  • Working knowledge of the components in a web applications stack.
  • Scripting languages (e.g. JavaScript, Python, Perl, Unix Shell, Windows Shell).
  • Experience providing SaaS support
  • Experience working with the Client's Platform
  • A fundamental understanding of ITSM or ITIL framework
  • Experience diagnosing network related issues.
  • Experience using tools like Splunk, Elk, and handling Network Devices & Load Balancers

Interested?

Apply now!

Parkside Recruitment Ltd is acting as an Employment Business in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.