Technical Enterprise Engineer Newbury, England
Job description
Job Description:
Who We Are
Micro Focus is one of the world’s largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today’s rapidly evolving marketplace. That’s high tech without the drama.
How could you help us do this?
The Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery.
This role will sit within our technical team, and it's focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.
We are recruiting for a Technical Enterprise Engineer to join this team!
You will be someone who enjoy working through and resolving complex software bugs on a variety of environments or an Technical Customer Support Engineer who would like to work more closely with the software source code and development teams on the more complex problems that customers experience.
What kind of work would you be doing?
Successfully resolve technical issues from internal or external users using appropriate diagnostic techniques including trace analysis or debugging through the system source code.
Reproduce complex incidents affecting business critical accounts. Test and deliver subsequent fixes as appropriate.
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Ability to act as a mentor, guide and leader to other employees.
Provide subject matter expertise and support to Customer Support colleagues and field teams.
Ability to act independently, as part of a team or as a team leader and exercise independent judgment.
Ability to articulate clearly, recommend and explain resolutions to external customers/clients.
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
What achievements should you have so far?
University degree level education.
7+ years experience in relevant technologies and customer environments.
A proven track record of resolving complex production issues involving technology such as transaction managers (MF Enterprise Server, Tuxedo, IBM Transaction System), databases (Oracle, DB2, MS SQL Server) or other system software such as MQ Series or MS Biztalk / IBM Communications Server.
Advanced troubleshooting skills based on application of experience, diagnostic analysis using traces, dumps and other tools and hypothesis formulation and testing.
Excellent analytical and problem solving skills.
Advanced proficiency with case management databases and tools.
Superior customer service skills, including phone and remote support experience.
Ability to solve and document solutions for usage of other technicians and customers under strong business critical deadlines.
Ability train peers and new agents on job related material.
Ability to take full ownership for resolution with escalated customers.
Ability to initiate and lead technical action plans.
Technical skills to include 2 or more of the following:
Micro Focus COBOL based products – Enterprise Developer, Visual COBOL, Enterprise Server, Server Express, Net Express
System level experience of CICS, IMS or JCL
COBOL or PLI programming experience
Windows operating system
Linux/UNIX operating systems
Relational databases, such as IBM DB2/UDB, Oracle, Microsoft SQL Server
Experience in Cloud environments such as AWS, Azure and GCP.
What about you?
This is the most important part! We want to retain and build on our collaborative and engaging culture, so we need people to help us achieve this. You need to be a natural relationship builder, highly personable and be able to offer support in any situation.You need to be able to get your colleagues as excited about your activity as you are, so you need to be confident and persuasive. Being able to articulate the benefits and outcomes of your ideas is essential to gain buy-in.
What will you get in return?
As well as a meaningful career with the opportunity to really develop and display your skills and ideas, you will also receive support, progression, training and development. As well as this and your salary, you will also receive an array of competitive benefits and an annual individual and company performance related bonus.
Apply now!
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Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status
