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Technical Support Engineer Glasgow

Be-IT Resourcing
Job LocationGlasgow
EducationNot Mentioned
Salary£25,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Be-IT are currently working with a large software and analytics company based in Glasgow. We are seeking a Technical Support Engineer who will beresponsible for working across the client portfolio and is required to undertake customer support activities.Candidates must have experience supporting applications (rather than infrastructure).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.
    • Skills & ExperienceEssential
  • Candidates must have experience supporting applications (rather than infrastructure).
  • Experience of working within customer technical support or within a previous customer facing role.
  • 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
  • Knowledge of office software programs, e.g. Microsoft Office
  • Familiarity with debugging tools/techniques
  • Experience of troubleshooting and resolving issues in an application support role
  • Experience of supporting external customers
    • 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
  • Strong understanding of the technologies used within our customers’ Contact Centre environment
  • Familiar with WebEx or equivalent
  • Familiar with Fiddler / Wire shark debug tools
  • Additional language skills desirable – French, Spanish or German
    • Please apply for immediate consideration

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