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Support Engineer

Support Engineer
Responsible for staff/equipment; maintenance of own device and other business user hardware, and physical backup of own machine.

Reporting to; Senior Analyst

Working with; Support and Test Team

Main Purpose of Job; Reporting into the Senior Analyst on a day to day basis you shall be involved with the software/hardware support and testing activities for the successful release of new web, mobile and desktop applications.

Key Tasks / Responsibilities;

, Responsible for day to day support of hardware & applications, closing of tickets via Freshdesk
, Determine the appropriate priority of tickets (P1 - P4)
, Reporting ticket status to the team for effective resource planning
, Provide user support to ensure delivery of the SLA agreements
, To prepare training shorts and user guides
, To deliver users training to internal and external users
, To complete routine checks, for example, email bounces, database checks and backup has been completed.
, Identify, record, document thoroughly and track bugs
, Perform thorough regression testing when bugs are resolved
, Liaise with internal teams (e.g.

developers and product managers) to identify system requirements and document user stories
, Investigate the causes of non-conforming software and communicating to the development team
, Setting up hardware to client specification and documenting set up steps
, Setting up internal user devices and maintaining the asset register
, Documenting antivirus status of team devices, checking status via management console and enforcing system scans
, Maintaining lists of customer requirements for consideration in the ongoing development of Zoom application and attend weekly meetings to support this process
, Complete tasks as requested by the senior team to assist with delivery of services

Key Objectives;
, Deliver agreed personal objectives within specified timescales
, Collaborate with the team to ensure successful deployment of new releases
, Ensure data security is maintained (customer information and company IP)
, Ensure that customer requirements are satisfied
, Understand company strategy, and be commercially aware

Person Specification

Technical Skills
, Knowledge of maintaining operating systems, device encryption, antivirus software and device configurations
, Knowledge of SQL
, Proven work experience in software quality assurance
, Experience working in an Agile/Scrum development process
, Competent with Azure Dev-ops / Visual Studio (Latest Version)
, Competent with Azure Application Insights
, Competent with MS Office; Excel, Word and Outlook
, Meticulous and a high attention to detail
, High degree of aptitude for problem-solving and creative thinking
, Excellent written and oral communication skills
, Excellent interpersonal and time management skills

For Further Career Progression
, Display aptitude for developing new skills
, Enhanced technical skills

So, if our culture sounds like a good fit for you and you want to be part of our success story, then send us your details.

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