IT / Application Support Engineer

Salary: £33,600 – £36,000 per year

Murray McIntosh are searching for a Support Engineer to work for a key client of ours, as detailed below:

Working as part of the existing Customer Support Team, the Support Engineer will be working in a fast-paced environment, handling inquiries & incidents from customers and engineers for a wide variety of technical problems and requests. This role is supporting our Security Command and Control software which makes this role a bespoke application focused IT support role.

Day to day, support will cover an entire portfolio of products. This will primarily be software support for an in house developed VMS software however will also include some hardware support too.

Principal Accountabilities:

• Providing software and hardware support via telephone and the support ticketing system to customers and engineering teams
• Remotely accessing live customer systems to investigate and support cases
• Supporting all products, including cameras, digital products and software
• Ensuring all support requests are dealt with efficiently and promptly in accordance with SLAs.
• Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
• Replication and escalation of faults to the development team
• Testing of fixes and patches to ensure issues are resolved.
• Working with other team members to provide resolutions to customer support requests
• Providing feedback into sales teams and product management.

On-site support for critical business issues only.

Qualifications and Experience:

• 2nd / 3rd line support experience required
• This is an externally customer facing role (phone, ticket system, chat, Teams calls etc) so requires strong customer service and communication skills
• Understanding of development, product management and sales processes with awareness of how the support role feeds information into these.
• An understanding of virtualisation technologies such as Hyper-V including failover and replication processes.
• An understanding of cloud technologies
• Extensive experience in a customer-focused role in a software development environment
• Knowledge of IP Networking within a video environment (IP addressing, sub-netting, routing, VLANs, TCP, UDP, Unicast and Multicast transmission)
• Hands on experience in troubleshooting Windows based operating systems, including Windows 10, Windows Server 2012, 2016 and 2019
• An understanding of databases – IBM DB2 and MS SQL
• Awareness of the surveillance market, knowledge of Integrated Security systems, IP video systems and CCTV technologies.

Key Personal Attributes:

• Excellent communication skills, with the ability to deliver complex technical information in a manner that is easy to understand.
• Able to work under pressure and to tight deadlines, while still making level-headed decisions and managing customer expectations.
• Analytical and investigative mindset, and able to think outside the box.
• A strong willingness to learn and develop their skillset.
• Ability to uphold organisational values and ethics
• Excellent communication skills; written, verbal and listening
• Takes responsibility and accountability for the customer experience
• Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software and our customers
• An open and honest team player
• Has the ability to exercise discretion and independent judgement

This role offers excellent career development in a fast growing business as well as an excellent benefits package.

WFH home 2 – 3 days per week, starting ASAP.