Technical Support Engineer

A software company based near Durham are recruiting for a Technical Support Engineer to join their team. The role will be responsible for providing 1st and 2nd line support, resolution of tickets and service requests within the defined Service Level Agreements, as well as direct involvement in the deployment, configuration and integration of the software.

Responsibilities

• Providing direct Application Support and consulting on the implementation and usage of company software.
• Managing own workloads, ensuring support tickets are in adherence to SLAs.
• Working with the support team to handle service requests: including logging, processing and the assignment of tickets through the Ticketing Portal.
• Responsible for evaluating tickets and escalating into L3 support when necessary; including being able to continue to work or provide insight on that ticket when in L3 or L4 escalation.
• Developing customer relationships and building rapport to enhance the support service.
• Providing expert knowledge of the company's extensive product range to be able to make recommendations and share advice on the implementation and usage of software.
• Managing installations and upgrades as well as configuration of software to integrate with telephony systems and third-party software.
• Analysing system errors and performance data from sources including application logs, system logs, bandwidth utilisation reports and other diagnostic tools to identify technical issues, taking corrective action as necessary.
• Documenting and writing up knowledgebase articles on common incidents, knowledge acquired through training and specialist information on the configuration of software.
• Follow approved procedures for change control and documentation standards.
• Assisting the Technical Support Team Leader on administrative duties and keeping the CRM up to date.
• Assisting the Technical Support Team Leader and taking a lead on the management of application licences across the customer base.
• Ensuring all customer licences are correctly audited and continuity of service is maintained by creating, applying and auditing all application licences.
• Providing internal technical support to the business.
• Aid with the setup and ongoing maintenance and operation of the chosen Ticketing application.

Qualifications

• Excellent troubleshooting and diagnostic skills are essential.
• Hands on intermediate level technical knowledge of both hosted and remotely administered environments and infrastructure on Windows platforms.
• Administration, tuning and querying of Microsoft SQL Server 2005-2012, SSRS and SSIS.
• Troubleshooting of Windows Server Infrastructure and application issues under tied SLAs.
• Basic knowledge of Microsoft Windows Active Directory Infrastructure integration, group permissions and security policies.
• To be able to write SSRS reports and SSIS packages.
• An understanding of LAN/WAN/TCP/IP/Ports and Protocols.
• An understanding of network protocols and in particular VOIP\SIP technologies
• An understanding of hosted applications under Microsoft Internet Information Services (IIS), deployment of .NET, SSL certificates and Application Pools.
• Basic SAN and Clustering technologies.
• An understanding of development and its impact with the application supportability.
• An understanding of defect management and release management processes.