Global IT Support

Inspire Resourcing Ltd
11 Feb 2018
15 Feb 2018
Contract Type
Full Time
Inspire Resourcing Ltd have an opportunity with a client based in Sheffield for a IT Support Engineer.

The Role
The role involves working as part of the Global Support team providing high-level internal technical support to our clients engineering base, working in a fast paced environment to support products and project engineers globally.

As the primary conduit for providing 4th line technical support to internal customers, the team are exposed to the complete range of solutions and products and have the resources and communication channels to investigate, advise and resolve technical queries and problems in line with the demanding business timescales.

As well as resolving technical issues, the role will also have the responsibility of delivering technical and engineering information, updates and best practice approaches to the engineering teams. Through exposure to the complete spectrum of current technical issues and topics, the team will work to constantly evaluate the best engineering methods and help standardise the global approach to system deployment, configuration and support. Further to this, on-line technical communications, training and white papers will be produced and updated in-line with product and project developments to help harmonise our clients project delivery and improve the customer experience.

Reporting to the Global Support manager you will be expected to have a high level of motivation and a keen interest, knowledge and enthusiasm for I.T. Technology.

Key Responsibilities
• 4th line support to resolve escalated issues that cannot be resolved by 2nd/3rd line team members
• Working closely with the testing and software engineering teams to provide resolutions and feedback on issues
• Logging accurate and detailed information in the ticketing system
• Contribute to the testing of IP cameras and encoders and other technologies
• Replicating reported software bugs and issues to assist developers in the resolution
• Working with the product management team to assist in the testing of new software features, products and configurations
• Proactive contribution to the knowledge base by documenting best practice and producing technical papers

The Person

Excellent organisation skills with thorough attention to detail
Excellent communication skills both verbal and written
Ability to work under pressure
Ability to prioritise work
Analytical mind, able to use own initiative to troubleshoot and problem solve
Able to work as part of a team

Desirable Knowledge, Skills & Experience
IT related degree or demonstrable skills
engineering environment knowledge
Root-cause analysis
IP Networking (IP addressing, sub netting, routing, TCP,UDP, multicast)
Experience of working in a 2nd or 3rd line technical support environment
Knowledge of IP video systems desirable
Microsoft qualifications (MCSA, MCSE MCITP) desirable
Database knowledge (DB2, SQL) Java application support / programming knowledge desirable

Competitive salary and benefits

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