Enterprise Software Support Engineer

Job Title: Enterprise Software Support Engineer

£39,600 – £43,200salary

Milton Keynes / Nottingham

Department: Enterprise Software Support

Reports to: Manager of Enterprise Software Support

Position Summary

The ESS Engineer acts as the first level of technical support for all break-fix issues for Enterprise Software’s customers within the ESS team.

To achieve this goal the Engineer must have the following:

* Customer Focus – Ensure high level of customer satisfaction by ensuring follow up occurs, all issues are documented, and all interactions are conducted with professionalism.
* Technical Knowledge – Quickly learn Enterprise Software’s product suite and associated hardware and software technology.
* Teamwork – Proactively work with the rest of the Global Support Services team to identify and address customer needs.

Primary Responsibilities

* Provide product support for customer phone, chat, email, and web based support requests.
* Utilize all resources, including systems, information and people, to efficiently troubleshoot and resolve issues.
* Proactively and energetically interact in a team environment to collaborate with peers on customer issues.
* Employ sound decision making when determining when to escalate customer issues to other teams or management.
* Adapt to and work with a highly diverse customer base while focusing on providing an exceptional customer experience with every interaction.
* Rapidly learn new technology, including Enterprise Software products.
* Attend all required onsite training classes.
* Prioritize and manage multiple tasks while remaining detail oriented.
* Provide timely and accurate communication of issue status and resolution to the customer.
* Accurately and professionally document all communication with the customer using Enterprise Software’s CRM.
* Communicate to Enterprise Software customers and employees, written and oral, in a professional fashion.
* Compose and submit on-line support materials (FAQ’s and KB articles) to assist in reducing overall issue income

Qualifications

* An information Technology related college degree or equivalent work experience is preferred.
* Previous help desk experience is preferred.
* Exceptional written, spoken, and organizational skills.
* Exceptional customer service and people skills.
* Strong technical, analytical, and problem solving skills.
* Fluent written and spoken English language skills.

Successful candidates will already have experience in all of the following technologies:

* Working in a technical Support environment
* Supporting the following hosting platforms: Windows Server (2008, 2012), IIS (Version 7.0 and newer) and SQL (MS SQL)
* Reading and debugging: Visual Basic Script,.NET, C#

Successful candidates will already have experience in some of the following technologies:

* Supporting the following hosting platforms: Unix (Solaris, HP/UX, AIX), Linux, Apache, Weblogic, Email (Google mail or Exchange) and SQL (Oracle),
* Networking: TCP/IP protocol, Ethernet, WAN, LDAP, Active Directory, Novell NetWare
* Developing: Visual Basic Script,.NET, C#