Technical Support Engineer

A great client based in Gerrads Cross is looking for 2nd line Technical Support Analyst to come and join the team at their offices based 5 days a week.

You must be able to drive to Gerrads Cross and you should live no more than 45mins away from their offices.

• The role is technical so an IT qualification/degree is required
• Knowledge and experience with the following - Application Support/ Windows/ Databases/ Remote Access Tools A hands-on and enthusiastic person who is quick to learn
• You'll have at least 2 years 2nd line support experience
• Experience working with service desk ticketing tools (Jira)
• Apache or similar server experience
• Work effectively with a high degree of autonomy
• Excellent interpersonal and communication skills and enjoy working in a fast-paced environment

You will be working on interesting and challenging problems in the healthcare sector and contribute to solving real-world problems.

Roles & Responsibilities

• They are looking to build a team of experienced, collaborative, support engineers who will work together to provide enterprise-level assistance. We have many customers who require close support to ensure they have an excellent experience with our products.
• You will be focusing on working directly with our customers to identify the necessary activities required to complete each client’s implementation and ensure that the activities are performed in a timely, high-quality manner.
• They are a friendly and open-minded team, and we’re looking for people who will thrive by collaborating and implementing improvements to our approach to support.

Roles & Responsibilities

• Take incoming support calls from customers and provide assistance as required.
• Monitor incoming support tickets and ensure response within the agreed SLAs.
• Analyse customer issues, diagnose and resolve where possible.
• Escalate the issue for assistance from the development team if required.
• Maintain and track and close support issues on Jira.
• Install and customise applications for new customers.
• Run training sessions for new users.
• Test bug fixes released by the development team before delivery to the customer.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly to non-technical users.
• A proactive approach to problem-solving with strong analytical skills.
• Ability to work independently as well as part of a team in a fast-paced environment.

If you are passionate about technology and enjoy helping others resolve their technical challenges, we encourage you to apply for this exciting opportunity as a Technical Support Engineer.