24/7 Support Engineer

Ideagen Plc
£21,000 per annum + generous shift allowance and company benefits
06 Oct 2017
07 Nov 2017
Contract Type
Full Time
Ideagen is entering an exciting time of expansion and is looking to transform our highly respected support helpdesk into a world class customer support team who put the needs of our growing international customer base above all else. As part of this, we are launching a 24/7 service involving a rotating day, night and evening shift patterns so that we can provide support to our international customers.

Your primary responsibility will be to deliver product related functional and technical support, ensuring the needs of our customers are not only met but exceeded. This is an ideal opportunity for a customer-focused individual with a technical background and a drive to succeed.

Through the role, you will be given full training on all products as well as professional training on the underlying technologies used, thereby providing exposure to the latest technologies. You will also have a mentor to guide your development within support team and beyond.

Key responsibilities of the role include:Helping our customers achieve their goals by using our solutions to their full potential.Providing in-depth technical support for technologies related to our products (SQL, .NET, IIS, etc.)Getting involved with customers by engaging with end users on our Customer Portal website and social media platformsGetting creative by producing collateral for use on our websites, such as self-help articles, help videos, blogs, etcTaking ownership over issues, proactive tasks and projects and see them through to completionResolve cases using knowledge gained through product training, support documentation and personal knowledgeWorking closely with our design, development and test teams (further expanding your skillset) for support issues, project work and proactive assignmentWorking hours cover three shift patterns that operate on a scheduled rotation, ranging from 06:00 – 23:00 Monday - Thursday and 6:00 – 22:00 Friday, with an attractive shift allowance.

To be considered for this position, you must have:


Either an IT related degree (or equivalent) or proven IT experienceIn-depth knowledge of Microsoft Windows and the differences between operating systemsAn understanding of network architectureAn understanding of relational database management systems (e.g. SQL)A willingness to learn new technologies and skillsMotivation to meet team goals and objectivesThe ability to explain complex concepts in layman’s termsExcellent written communication/technical authoring skillsExcellent verbal communication skills (including the ability to interact with customers face-to-face)Strong problem solving skills (including the ability to understand when objectives are met).Desirable

The ability to understand SQL scriptsAn understanding of Microsoft Internet Information ServicesMicrosoft Active DirectoryCitrix/Terminal ServicesManaging websites through Microsoft Internet Information ServicesInstallation, configuration and use of Apple iPad appsSQL Database Management using Microsoft toolsTroubleshooting network connectivity issues.
What's in it for you?While we take our work and deliverables seriously, we have a relaxed working environment and we want our people to be rewarded for their hard work. We offer benefits such as; Life Insurance, Private Medical Insurance, Contributory Pension Scheme, Company Share Incentive Scheme, Childcare Vouchers and 32 days’ holiday including statutory holidays and your birthday - We feel it is important that all our people get to celebrate their birthday, so have the day off on us!

This job was originally posted as www.totaljobs.com/job/76752786