So, what s the role all about
The Technical Support Engineer role will be part of a global support team providing state of the art solutions for the Public Safety & Justice market, providing software as a service for multi-media evidence management and Emergency Contact Centres to a worldwide customer base
How will you make an impact
- Provide 2nd/3rd line engineering support to the product
- Provisioning, deploying, patching and upgrading primarily enterprise software hosted on the Azure cloud. Working closely with the development team to ensure successful deployment of software packages.
- Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers.
- Deploy and configure internal systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations.
- Participate in a 24-7 Out of Hours call out rota.
Have you got what it takes
- The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important.
- 2 - 4 years of relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good customer service and how to deliver it is essential.
- Previous experience within an application, software or product support role is desirable
- The candidate will need to be eligible to obtain SC clearance and as such will need to have been a resident in the UK for 5 years.
- Working knowledge of Windows server and client technology, ideally supporting web applications and services
- Experience with web applications and configuration management.
- Efficient, effective and respectful communication skills both with customers and within internal departments. Including;
- Excellent written and spoken English
- Good listener, able to identify and validate assumptions
- Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
- Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
- Multi-tasking and time-management to prioritise and switch between varied tasks
- Focused and calm under pressure
- Careful record keeping
- Able to use initiative and to work effectively both independently and as part of a team
You will have an advantage if you also have:
- Knowledge of Azure Portal and familiarity with Azure services
- Experience of Scripting
- Experience with basic SQL querying
- Knowledge of Azure Monitor, Elasticsearch and Kibana
- Experience of configuring Application Monitoring and Dashboards. (Grafana, OpsGenie)
- Experience working in an ITIL environment
What s in it for you
Enjoy NICE-FLEX!
Requisition ID: 5154
Reporting into: Director
Role Type: Individual Contributor
