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Full Time United Kingdom 35.347596153846155 - 31.25 GBP HOURLY Today

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Sr. Tech Support Engineer

Location: Staines, Surrey
Length: 12m
Rate: £250 – £282.78 (Inside IR35)
Hours: 9am – 6pm

Job Responsibilities

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
Provides support to customer/users where the product is highly technical or sophisticated in nature.
In software companies this position generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customer’s problem cannot be resolved directly by first-level resources.

Skills/Education

Bachelor’s in Computer Science (or related technical degree) or 1+ years of related experience within technical support or software coding environment?
understanding of Object-oriented programming languages like Java.
Knowledge of the components in web applications stack.??
Scripting languages:? JavaScript, Python, Perl, Unix Shell, Windows Shell.
Strong Experience with relational databases (e.g. MySQL, Oracle).
Strong Experience using Linux/Unix.
Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease.
Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
Personal commitment to quality and customer service.
Ability to multi-task and efficiently manage the case queue.
Should be a team player working efficiently in a collaborative environment.
Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers).
Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.
Experience providing SaaS / PaaS support.
Experience working with our client’s platform.
A fundamental understanding of ITIL framework.
Experience diagnosing application performance related issues.
Experience in developing, maintaining or supporting Web Applications.
Knowledge of command line tools for log analysis such as awk, grep, sed…