Technical Support Engineer - Performance

Job Description

Technical Support Engineer - PerformanceA powerhouse within the cloud computing platform industry is looking for a Technical Support Engineer - Performance contractor to join their team in Staines on an initial 12 month assignment with the flexibility to work remotely.The successful Technical Support Engineer - Performance contractor will be a Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.Responsibilities

• Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Manage and resolve all issues.
• Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow 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.

Skills / Experience RequiredMust have experience implementing, maintaining or supporting one (or more) of the following:

• Bachelors in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment
• 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 demeanour 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, analyse 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).
• Education:
• Experience providing SaaS support
• Experience working with the ServiceNow 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

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgroundsand will ensure measures are met when required, to allow a fair process throughout.PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.