Support Engineer / Analyst (Linux, MS SQL, Dialler Management)

FT Select
From £20,000 to £25,000 per annum
13 Nov 2017
16 Nov 2017
Contract Type
Full Time

Support Engineer / Analyst (Linux, MS SQL, Dialler Management) – Trafford Park, Manchester

Linux / Windows / MS SQL / PBX / Dialler / Telecommunications / VoIP / Unified Communications / Networking / Desktop / Infrastructure / Contact Centre / Service Desk / Software Support

Experienced Software Support Engineer required for our cutting edge Contact Centre Solutions client based in Manchester.

Our client wishes to recruit a Software Support Engineer with a working knowledge of PC & server hardware architecture (Windows & Linux), MS SQL andEnterprise Workforce Management to work on their Service Desk.

For this role, excellent customer service skills are absolutely essential; the quality of communication to the customer must be second to none.

You will be required to participate in the support shift rota, which will include some evening and weekend work

Travel to client locations, nationally and internationally, as needed, during the course of provision of technical support, is also a requirement.

Skills & Requirements


-Technical working understanding of PC & server hardware architecture(Linux & Windows) functionality to an administration level

-A working knowledge of MS SQL database structure and queries

-Solid and well developed problem management skills

-Solid and well developed customer care skills

-Technical working knowledge of one or more Enterprise Workforce Management software packages

-An awareness of telecommunications and networking architecture

-An awareness of Call Centre operations

-Excellent verbal and written communication skills

-Linux knowledge


-European language skills

Role Responsibilities:

The SoftwareSupport Engineer is responsible for providing responses to production clients for the fulfilment of service requests

To perform this job successfully, the successful candidate must be able to perform each essential duty listed below:

-Respond to service requests, which can include:

oIncidents impacting normal production operation

oValidation of proposed changes

oRequests for training

oQueries on product functionality/operations

-Accurately and promptly entering Service Requests & Incident details into the Service Desk System

-Investigating the cause and resolution of incidents

-Establishing appropriate operational workarounds to return clients to production status

-Providing appropriate progress updates to clients in line with our contracted Service Level Agreements and specific commitments made with clients

-Escalating incidents technically and to management as required, prior to SLA’s being breached

-Adherence to all published applicable company policies and procedures

-Completion of all published applicable company technical training material

-Participation in the Support shift rota, which will include some evening and weekend work

-Travel to client locations, nationally and internationally as required during the course of provision of technical support

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