Senior Technical Support Engineer - Glasgow

  • Be-IT
  • Glasgow
  • 13/07/2019
Information Technology

Job Description

Be-IT Resourcing are currently working with a large software and analytics company based in Glasgow. We are seeking a Senior Technical Support Engineer who will be responsible for working across the Customer Engagement Solutions (CES) portfolio as required to undertake customer support activities.

In what areas will you perform?

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 & Experience

Essential


Significant experience of working within customer technical support or within a previous customer facing role.
Significant 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
Experience of SSRS reporting
Knowledge of office software programs, e.g. Microsoft Office


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


 

Please apply for immediate consideration. Or for more information please get in touch – neil.paylor@be-it.co.uk / 0131 344 4783