Senior Technical Support Engineer
be it
Central Belt, GB
1d ago

Be-IT Resourcing are currently working with a large software and analytics company based in Glasgow. We are seeking a Senior Technical Support Engineer who will be responsible for working across the Customer Engagement Solutions (CES) portfolio as required to undertake customer support activities.

Customer Support

  • Part of a team delivering Technical Support to Customers and Partners
  • Develop key skills and knowledge of CIS applications.
  • Deliver a high level of customer satisfaction through prompt, professional and knowledgeable assistance.
  • Use the Incident Management System (IMS) to track Case activity, providing detailed updates to Customers on all Cases assigned to you.
  • Effective and efficient problem-solving skills - Ability to define problems, collect data, establish facts and draw valid conclusions
  • Carry out proactive monitoring of all service requests assigned to you with appropriate action taken to expedite closure.
  • Liaise closely with the Tier 3 Development Teams to identify product defects.
  • Research and investigate RCA (Root Cause Analysis) on repeat issues and escalations
  • Customer Escalation

  • Identify, highlight, monitor and resolve project related issues.
  • Communicate relevant issues both to Management, Support,
  • Product House and Manager.
  • Essential

  • Significant experience of working within customer technical support or within a previous customer facing role.
  • Significant experience supporting applications or infrastructure to Blue Chip enterprise customers, government agencies, IT professionals and partners
  • Good interpersonal skills (written and spoken)
  • Knowledge of Windows operating systems
  • Microsoft SQL Server : Transact-SQL and SQL Administration
  • Experience of SSRS reporting
  • Knowledge of office software programs, e.g. Microsoft Office
  • Desirable

  • Clear understanding of enterprise applications and Microsoft environments
  • Networking
  • Experience of TCP / IP, DNS, LDAP, WMI, Single Sign On
  • Experience of WebLogic, or alternative application servers Jboss, Websphere
  • Experience of virtualization VMWare vSphere, Citrix
  • Experience of programming and debugging
  • Apply
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