Software Support Engineer - Wisdom Remote
Job description
- Department: Wisdom
- Salary: up to £40,000
- Location: Home Based
About the Team
Our Support Team is seeking an experienced Software Support Engineer with a good knowledge of software, infrastructure, and programming skills to join them on a permanent full-time basis. This role will be based remotely. You will be expected to remotely attend daily scrum meetings and occasional team and company meetings at one of our offices around the country.
Working as part of a busy and dynamic Wisdom team, the role will be to maintain the infrastructure require you to provide 2nd line technical support for software Wisdom, our award-winning Electronic Document and Record Management System (EDRMS). When assisting the support team, you will be expected to investigate, troubleshoot, and respond to customer enquiries, faults and change requests from an established customer base including local government and housing associations, providing solutions to cases logged on our internal case management platform. You may be dedicated to a specific customer should the need arise.
About the Role
The Software Support Engineer should be an experienced customer-focused individual capable of interrogating software code and logs to diagnose issues, documenting and implementing solutions and proposing enhancements to improve the software platform and business processes. You will communicate with customers via telephone, email and collaboration software, providing high quality well-articulated responses in accordance customer service level agreements.
Role responsibilities:
- Migrating the existing infrastructure from its current to a new location
- Upgrade and update existing application software used by the development team
- Working with C#, JavaScript and SQL in the.NET Framework to investigate, troubleshooting and diagnose technical issues with the Wisdom software
- Undertaking change requests and configuration of Wisdom software and database through SQL Server Management Studio (SSMS)
- Prioritising and managing multiple open support cases at any one time
- Identifying trends in common support cases and proposing solutions on how to proactively reduce avoidable incidents
- Delivering an exceptional customer service experience by ensuring that cases are responded to in a professional manner and in accordance with customer SLAs
- Contributing towards the maintenance of the company’s internal support documentation and knowledge base
- Providing training and advice to customers and junior team members via phone, email and collaboration software
- Acting as a primary point of contact for customer support enquiries via phone and email
- Monitoring cases to ensure senior staff are informed about issues before they escalate
- Responding to and keeping internal support cases up to date with progress
- Learning how to support new technologies and solutions as they are developed
- Working closely with members of the team from 1st through to 3rd line support
- Proportional contribution towards team KPI’s and objectives
- Attend meetings with the customers
- Represent the company at Change-Advisory Board (CAB) meetings
Skills, Qualifications and Experience:
Essential:
- Experience working in an IT technical role in a Windows Active Directory environment, ideally with balanced elements of Infrastructure, Support and Development.
- Good knowledge of Windows including Administration (Server and Client Operating Systems)
- Internet Information Services (IIS)
- Authentication
- Virtual Machines
- Strong communication skills and ability to engage with people possessing various degrees of technical understanding
- Self-motivated and driven, with the ability to multitask and respond well under pressure
- Ability to manage time and prioritise work effectively
Desirable:
- Familiarity with programming .Net, C#, JavaScript & HTML and SQL Scripting
- Familiarity with programming Angular and Cordova
- Familiarity with source controls (TFS, Azure Dev Ops, GITLab)
- Familiarity with SQL Server Management Studio Services (SMSS)
- Familiarity with SQL Server Reporting Services (SSRS)
Additional Information
Giacom, DWS and Union Street are part of the same group of companies, bringing together three leading channel solutions in telecoms, cloud software services and cloud billing. Our aspiration is to be the number one supplier in the channel.
Your job role may be focused at one of the brands, but you will interact and impact across the wider group of companies.
What’s in it for you? Why should you come and work for us?
Our benefits consist of; no dress code (you, do you), days off for special life events. Work with and learn from experts in the telecoms industry, a wellbeing and engagement team, 'if you want a career with us then grab it' concept, recognition and team/industry events as well as a whole host of other benefits which can be found on our website www.digitalwholesalesolutions.comon our Careers page.
We are an equal opportunities employer, and we positively encourage applications from all eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status or pregnancy or maternity.
We aim to ensure that all applicants are provided with the same opportunities during the recruitment process, and, to that end, we strive to comply with the duties placed upon us to make reasonable adjustments as prescribed by the Equality Act 2010. Should you have a disability or long-term health condition and require a particular adjustment to be made to allow you to fully participate in the recruitment process, please ensure you let me know.
Successful applicants will be required to undertake a Disclosure Barring Service (DBS) check, provide two references and proof of right to work in the UK, unrestricted.
Here are some of the benefits that we offer…
- 24 days holidays, plus bank holidays!
- Pension
- Employees Assistance Programme
- Professional development to help you achieve your personal goals
- Eye care vouchers available and Medicash membership
- Access to discounts and savings at more than 1,200 retailers
- An additional day off on your birthday
For more information on our privacy notice please refer to our Privacy and Cookies Policy by following this link - https://digitalwholesalesolutions.com/privacy-and-cookies-policy/
Job Types: Full-time, Permanent
Salary: Up to £40,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Flexitime
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Wellness programme
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Work Location: Remote
