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Support Engineer SC CLEARED

Job LocationCorsham
EducationNot Mentioned
Salary£25,000 - £40,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Support Engineer-SC CLEAREDPermanent positionCorsham - blend of remote and on site workYou will be supporting our clientsjourney to becoming the next generation supplier into Secure Government, Public Sector and Health. Not only will you grow with the business, but they will give you the tools and development to be successful, so that you can meet your career goals and ambitions.Why Secure Government and HealthThis portfolio of customers is diverse and cover work supporting UKs most important, meaningful and interesting projects, from working on Track & Trace in the NHS, Re-platforming large biometrics databases in the Home Office to Digitising the MoD.You will beresponsible for providing high-quality technical support for to customers, developers and prospects through e-mail, phone interactions, desktop sharing with customers and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success using our platform. The job involves handling and resolving complex technical and functional queries.What you will be doing, what you’ll learn;You will beresponsible for providing high-quality technical support for to customers, developers and prospects through e-mail, phone interactions, desktop sharing with customers and by using incident tracking system. The fundamental goal of this position is to help our customers achieve success using our platform. The job involves handling and resolving complex technical and functional queries.The skills we are seeking

  • Help resolve software and technical questions for the customer efficiently and effectively
  • Gather the required information necessary in order to best handle customer software and technical inquiries
  • Manage customer expectations regarding estimated response times for issue resolution
  • Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
  • Partner with Technical Support team members on various strategic projects when needed
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
  • Run monitoring reports for usage, performance, and/or availability.
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
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