Support Engineer

Location
Brighton
Salary
£18000 - £20000 per annum
Posted
27 Feb 2018
Closes
27 Mar 2018
Ref
00079733
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
This is an opportunity to join a digital signage software platform provider and the company behind Xibo, the popular Open Source Digital Signage solution. They are based in "virtual offices" located in and around Brighton and Hove, where they develop the Xibo platform and various value added commercial services.

They are looking for a Support Engineer to join their front-line support team working from home in the Brighton area.They are looking for motivated individuals who are passionate about open source software and want to contribute to their growing community.

As a Support Engineer you will be responsible for:
- First line technical support in the online commercial Help Desk
- First contact for new tickets
- Fully understanding and categorising tickets
- Escalation to Development or Sales as appropriate
- Providing assistance through web meetings / screen sharing sessions
- Community Support on the Xibo Community Forum
- Contribute official responses to all relevant topics
- Escalation of Bugs to Development (GitHub / JIRA as appropriate)
- Providing solutions to common Xibo problems
- Maintaining Knowledge Base articles and "Canned Responses"
- Attending regular team web meetings and occasional face-to-face meetings
- Assisting developers with day-to-day development
- Recreating and categorising issues with the Xibo software
- Testing patches and software upgrades
- Assisting operations with day-to-day network monitoring and troubleshooting
- Assisting sales operatives with day-to-day sales activities
- Preparation of demos
- Categorising leads/sales opportunities
- Providing technical support to prospective customers

Skills Range
An ideal candidate will have:
- Excellent communication, customer service, problem solving and analytical skills
- Experience working in Software Support
- Ability to work independently according to set priorities
- Well written and spoken English
- Experience with JIRA / GitHub / Service Desk / Forum Software
- A basic understanding of Web Technologies would be highly beneficial

Key Area
I.T Support

Additional Information
This is a "work from home" position and candidates would be expected to have a reasonable provision for working at home. A workstation/laptop will be provided as appropriate. Candidates must have the right to live and work in the UK.

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