support engineer
4 the last 99 days, recently 2023-03-04
Responsibility
- the main responsibilities for the role include the following
- ensuring an exemplary level of customer service is provided to all customers at all levels
- ownership and accountability on all support tickets, acting in the client's best interests, and working according to SLAs
Show more +9 - deploying new sites and upgrades as required, in parallel to other day-to-day commitments
- liaising with clients and internal teams on all aspects of work will require clear, concise and professional communications at all times
- sharing knowledge with clients and peers alike
- identifying opportunities for increasing client satisfaction as well as continual improvement in the way we work
- answering queries and troubleshooting technical issues relating to our award-winning SaaS-based product, Unily. This is a .NET based application that tightly integrates with Office 365 and is built upon Azure cloud infrastructure
- investigate live incidents as they are escalated analysing logs, stack traces and utilising development tools to aid in troubleshooting
- identify and recommend mitigation steps for live incidents
- work closely with other senior engineers to ensure product knowledge is maintained and shared across the teams
- document or improve existing troubleshooting guides and Knowledge base articles before communicating these with other levels of support to aid in the quicker resolution of future incidents
Requirements
- please note that this position is advertised both internally and externally
- this is UK based position, reporting directly to our SME Manager, part of the Global Support Team
- excellent communicator, confident, clear and able to concisely deliver written and verbal messages even when they are difficult
Show more +27 - excellent communicator, confident, clear, and able to concisely deliver written and verbal messages even when they are difficult
- deep understanding of troubleshooting web-based business applications hosted on the Microsoft stack
- calm and able to work through high stress situations in a logical and sympathetic manner
- calm and able to work through high-stress situations in a logical and sympathetic manner
- experienced in administrating and working with SharePoint Online or other Office 365 services
- experienced in working with SQL and Azure or similar cloud-based technologies
- organised, able to manage competing priorities, enjoys planning, process and documentation
- organized, able to manage competing priorities, enjoys planning, process and documentation
- desire to take responsibility for situation resolution, driving it to a swift and satisfactory conclusion
- experienced communicator, both oral and written
- able to inspire the team around you and exude confidence to your clients so they know they are in safe hands
- experienced in providing support for business-critical enterprise technologies
- this is a Level 1 Support Engineer role reporting to the Support Manager for EMEA/APAC and will be working UK hours for EMEA support. These hours cover from 7am - 6pm and the shift will fit within these hours
- ambitious high-achiever, striving to achieve the highest personal and professional goals
- scripting experience, including PowerShell and Microsoft SQL
- whilst this would be a mainly remote position, we do ask that you are able to come into our Surrey office as required for training, events and team meetings on an occasional basis, no more than 1-2 visits per month to the office
- experience of deployment/release technologies such as Octopus Deploy
- strong team worker that collaborates consistently well within and across different business units
- this is a demanding role in a busy, rapidly changing environment. Unily people are dynamic, smart and forward thinking, they work hard and play hard and are natural innovators with a passion for first class delivery and customer service
- relishes making a positive difference to challenging situations for the benefit of clients and the business alike
- strong desire to work in a client-facing environment with highly complex technical challenges
- experience of following and optimising formal processes, such as escalations and change control
- experienced in documentation, such as ensuring complete and accurate ticket records, handovers, bug reports and knowledge base articles
- job Type: Full-time
- experience of handling high volumes with competing priorities and SLAs
- experience of handling high volumes of incidents with competing priorities and SLAs
- previous experience to the Microsoft coding stack is advantageous
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