Support Engineer

Recruiter
TechHub
Location
Manchester
Salary
£26000 - £35000/annum Plus excellent benefits
Posted
21 Jul 2017
Closes
20 Aug 2017
Contract Type
Permanent
Hours
Full Time
Support Engineer
£26,000 - £35,000 plus benefits
This position is based in Manchester

TechHub are excited to be working with a leading software solutions company based in Manchester. As part of an exciting period of growth the business requires a talented and ambitious Support Engineer to join the team.

What will the Support Engineer be doing?
As a Support engineer you are central to the delivery of excellent service to an external customer base and internal team members. You will investigate and resolve both reported and proactively identified defects in systems using the tools available, communicate with stakeholders and escalate in line with process and SLAs as required.

The business has Systems at it’s core, so outages, delays and oversights will have a financial impact. You are commercially aware, capable of rational thought under pressure and know when to ask for help, a second opinion or sign off from the senior business team. Following up on incidents by suggesting/implementing proactive monitoring, systems changes and working with our various partners is key to the success of this function.

Main duties of the post:
- Effectively manage incoming incidents from first contact through resolution by utilising appropriate tools, knowledge and analytical skills.
- Use automated tools to monitor the health of multiple environments.
- Coordinate resource, document issues, and report to management during system outages.
- Handle inbound calls and emails
- Log calls in the support system (JIRA) and create tickets for development work if required.
- Ensure sufficient information is recorded for escalation, reporting and management.
- Communicate with stakeholders, both internal and external, at all levels of seniority and technical skillset.
- Triage, prioritise and resolve incidents in line with defined standards and SLAs,
- Actively progress stalled tickets e.g. incidents requiring customer feedback.

Support Engineer Key Skills
- Excellent interpersonal skills, able to provide courteous employee support and updates to management/stakeholders
- Excellent verbal, telephone and written communication skills
- Excellent analytical skills for efficient problem diagnosis and resolution
- Versioning software – Git or similar
- Open source monitoring tools
- Usage of Linux server command line
- Experience of helpdesk/support in a commercial environment.
- Excellent written and verbal communication skills. Able to communicate technical issues to people with minimal technical knowledge in a way which can be understood.
- Self starter, motivated, extremely collaborative and a desire to go the extra mile to get the job done.

Support Engineer
£26,000 - £35,000 plus benefits
This position is based in Manchester
Please note that candidates must be eligible to live and work in the UK in order to be considered for this position.

Disclaimer
This role is advertised by TechHub which is a leading international technology recruitment company specialising in the multiple areas of technical staffing within IT Project Management, Software Development and Testing, Information Architecture, Infrastructure, Communications, Business Analysis and Change Management. TechHub is acting as an employment agency on behalf of the client. For further information please search for "TechHub Recruitment