Tier 3 Support Engineer - Glasgow

  • Be-IT
  • Glasgow
  • 14/01/2019
Information Technology

Job Description

Be-IT Resourcing is currently working with a large software and analytics company based in Glasgow. They are looking for a Tier 3 Support Engineer.

The Tier 3 Support Engineer will be a key contributor to the team who would be instrumental in troubleshooting of our clients existing web applications. They will have a broad engineering competence as well as demonstrated experience successfully resolving complex customer issues in a dynamic environment.

Independently troubleshoot customer issues (ESRs), research solutions, and resolve complex problems by analyzing product & systemic issues (Network, OS, database SQL Server) to identify root cause of problems and determine corrective actions.
Work as a liaison & drive communication internally between T2 Support, engineering & product management to resolve customer issues to ensure customer satisfaction.
Provide recommendation, feedback on design change / feature for product supportability to ensure that product meets customer requirements and document the same.
Prepare & maintain knowledge base articles for known issues & work around.
Willingness to “go the extra mile” to get the job done within SLAs and customer commitments, provide mentoring and training for new employees and work cross functionally as a team member.
Proactive in identifying critical point of failure, raising flags & escalating issues that are of urgent nature.
Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously.
On call duty to provide out of hours support on a rotating basis
Occasionally visit customer sites.

Skills and Experience

Ability to understand and solve complex problems and concepts as well as make decisions based on given input;
Analytical skills include but are not limited to applying logical thinking to gathering and analyzing information, designing and testing solutions to problems, and formulating plans.
Experience of resolving technical issues
Proven ability to work well in a fast paced and challenging technical environment, with ability to multitask whilst delivering high quality solutions
Ability to quickly understand issues and think through solutions
Highly motivated with an ability to work independently
Ability to perform data analysis and troubleshoot data integrity issues
Able to communicate effectively with other team members and business
Experience of debugging for troubleshooting
Ability to troubleshoot complex application flows
Solid Understanding of RDBMS
Experience of version control systems e.g. Subversion, CVS, Git.
Experience of an IDE e.g. Eclipse, IntelliJ IDEA.
Understanding of cross-browser compatibility concerns.
Experience of root cause analysis.
Design and development experience in Java 2 Platform technologies (J2EE, EJB) and web application servers;
Understanding of object oriented analysis, algorithm design and J2EE design patterns;

Development experience with: J2EE, EJBs, AJAX, SQL Server (fluent with SQL programming, Stored Procedures), JSP or Servlets, XML, HTML, JavaScript, Hibernate, Spring, C#;
Understanding of both web client side and server side development;
Good understanding of web markup, including HTML5, CSS3
Awareness of benchmarking and optimization
Experience of software development within a team
Experience of an IDE e.g. Eclipse, IntelliJ IDEA
Experience of version control systems e.g. Subversion, CVS, Git
Experience of software debugging
Experience of root cause analysis
Experience of a Linux Windows operating system
Experience of unit testing and TDD
Experience of continuous integration systems
Understanding of software development life cycle methodologies
Understanding of RDBMS such as Oracle, SQL Server or MySQL
Knowledge of JEE
Knowledge of web application development
Knowledge of cross-browser compatibility concerns

Please apply online for immediate consideration.

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