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Technical Support Engineer

Employer
Intec Select
Location
UK
Salary
Competitive
Closing date
23 Feb 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Technical Support Engineer - French Speaking

£40,500

Bracknell/Remote

This is an exciting opportunity for a Technical Support Engineer to join a leading software products and solutions company based in Bracknell. The role will require the Technical Support Engineer to assist customer with the use and usability of the application. They will need to troubleshoot and resolve issues while providing exceptional service.

Responsibilities

· Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities

· Resolve escalated issues from Tier 1 Support and the ability to research problems independently and identify root cause of issues usingproblem solving skills

· Timely, accurate, and complete responses to inquiries and full documentation of issues in Salesforce ticket system. Consistently and effectively communicating with management to make sure issues areescalated and resolved

· Effectively communicate product issues to the customer enabling timely solution while maintaining customer satisfaction. Document complex customer issues through Knowledge Base

· Replicating customer scenarios for configuration /environmental solutions and /or readying the issue for engineering review

· Analysing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution

· Log product deficiencies in JIRA and work with engineering to pursue acceptable resolutions

· Provide technical expertise to conduct specific performance or functional tests associated with resolving issues

· Provide coverage for standard and late shift patterns (late shift 11:30 - 20:00) and weekend coverage on an ongoing rotational basis

Qualifications

· Experience in a Support, Consultancy or similar service role within Time & Attendance, Payroll and/or Human Resources solutions

· Working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms

· Excellent analytical and problem-solving skills.

· Exceptional organizational, time-management and planning skills with a strong attention to detail needed

· Excellent written, oral communication, listening and telephone skills

· Bachelor's degree or equivalent in Computer Science or related field with 3 plus years experience in enterprise software\application support

· Knowledge of SQL scripting and database experience with MS SQL and Oracle platforms

· Experience with any of the following technologies is a plus but not required; Dynatrace, BIRT report development, Splunk log management, WireShark, Fiddler

· Experience in providing European language support would be an advantage
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