2nd Line Support Engineer Slough, Berkshire, South East England, England
Job description
Avco Systems Ltd. is a modern, growing Software Development business based in Slough, UK.
We work with some of the largest businesses in the UK and help them develop, support, maintain and host their large software projects. We have a sharp focus on client satisfaction, rapid feedback and ongoing improvement, so we are looking to grow our team with some forward-thinking, enthusiastic people that will help continue to drive the business forward.
We are seeking a driven individual to fill a pivotal role within our team. If you're passionate about delivering the best customer service and enjoy the challenges of working in a dynamic role then you could be just who we're looking for.
What’s it like to work with us?
You'll work closely with a great team of fun, but focused, like-minded Technical Support Engineers, Software Engineers and IT Ops colleagues. Grow your skills and experiment with new tools, techniques, and technologies on a wide variety of projects. You'll be a key member of our team at the forefront of our technical support lines.
Why should you join?
We are always looking for the right person to join our fast-growing team of knowledgeable, friendly, and forward-thinking individuals, and there are plenty of reasons why you should consider joining us:
· Excellent job security - we've been growing for 30 years and have maintained a consistent financial growth year-on-year.
· Room to grow - all voices are heard, and anyone can expand beyond their job role.
· Stay in shape for free - with our onsite gym, or tennis/basketball courts right outside.
· Good location - ample parking and walking distance to the well-connected Slough train station.
· Games room - unwind with a game of pool, table tennis, board games, Xbox and more.
· Latest technology - take the opportunity to stay at the forefront of the IT industry and experiment with new technologies.
· Remote working - welcome to work from home or come to the office as much as you feel comfortable with, wherever you feel most productive.
What skills are we looking for?
Essential:
· Determination and dedication to providing an outstanding quality of support.
· Problem solving and troubleshooting is core to the role and you should be able to demonstrate an ability to use logs and database queries to track the root causes of issues.
· Attention to detail will be key. Amendments to large data sets will be an important aspect of the position and being able to effectively review, understand and implement changes accurately is critical.
· You will be communicating regularly with our customers via email and telephone, so strong written and verbal English skills are vital.
· You should be confident in your ability to manage your own workload, using an awareness of SLAs and issue criticality to prioritise your time appropriately. We are looking for individuals who take ownership of tasks and drive them to completion.
· Good general IT skills, including the confidence to pick up and learn new technologies.
· Our applications vary and our technology stack changes over time, so we’re looking for someone who is keen to grow, learn new skills, and expand their capabilities over time.
Desirable:
· You will be working closely with our engineering team, so experience of teamwork and group problem solving would be useful.
· Previous experience working in a customer focused role.
What will you be doing?
· Your main responsibility will be to work on a key customer account, involving correspondence with customer support teams and working with bespoke applications and databases to resolve customer Service Requests. Training and support will be provided where needed.
· Analysing and investigating customer data requests and applying fixes as needed.
· We will need you to track and work on multiple support issues at once, using your judgement and knowledge of SLAs to prioritise, escalate and manage the completion of each.
· We will ask you to provide clear updates on progress to both the business and our clients, making sure to ticket and document tasks and outcomes thoroughly.
· We would like you take ownership and responsibility of areas you support, increasing your technical and domain knowledge of them over time, and feeding back to the engineering team any recommended improvements.
· From time to time, we may ask you to assist the engineering team in writing and executing functional test plans from client requirements.
If you think we're a good fit for you then don't hesitate to get in touch.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.
Salary: £20,000.00-£30,000.00 per year
Schedule:
- Monday to Friday
Application question(s):
- Do you have the right to work in the UK?
- What are your salary expectations?
Work Location: Hybrid remote in Slough SL1 3UF
