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Technical Support Engineer

A powerhouse within the cloud software industry is looking for a Technical Support Engineer to join their team in Staines on an initial 12 month contract with the flexiblity to also work remotely.

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.

Skills / Experience Required

To be successful in this role you have:

• 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.

Desired Skills

• Experience providing SaaS / PaaS support.
• Experience working with the ServiceNow 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.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.