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28 October 2014

By: Danny Singer

Technical Support Engineer (Level 2)

Job Description

 

Job Title:

Technical Support Engineer (Level 2)

Department:

Technical Support

Reporting To:

Technical Support Manager

Responsible For:

Technical Support & Configuration

Contract:

Permanent

Salary:

£30k to £35K

Location:

The Hop Exchange, London

Hours of Work:

42.5 Hours (including 5 x 1 hour lunch breaks)

 

Company Overview

Noetica is an expanding software development company established in 1997. From its central London offices Noetica offers complex yet intuitive customer contact products and services to enterprises in a variety of industries. The company has a dynamic, informal and stimulating working environment with exciting personal development opportunities for the right candidate.

 

Role definition

To be part of a 1st and 2nd line support team responsible for the deployment, configuration, integration and technical support of the Noetica product range across its expanding client base.

 

Summary Person Specification

We are looking for an individual who has a specialist knowledge or expertise gained from working in a 2nd and possibly 3rd Level Technical Support environment for at least 3 years. In addition, experience of working within or in support of a contact centre would be a distinct advantage.

Overall, we are looking for a well-rounded individual with a passion for technology and expert problem solving who is interested in learning and can work well both as an individual and as part of a team.

Responsibilities

  • Support clients with critical technical issues.
  • To develop an expert knowledge of Noetica's extensive product range.
  • To deliver a high quality of technical support along with general assistance.
  • To advise on the implementation and usage of our software.
  • Follow approved procedures with regard to change control and documentation standards.
  • Manage own workload, ensuring support cases are in adherence to SLAs.
  • Develop customer relationships to enhance the support service.
  • Analyse system errors and performance data from sources including error logs, system logs, bandwidth utilisation reports and other diagnostic tools to identify technical issues, taking corrective action as necessary.

Skills Requirements

Personal Skills 

  • Excellent written and verbal communication skills.
  • Experience of direct contact with customers.
  • Accuracy and attention to detail.
  • Drive and enthusiasm.
  • Ability to learn quickly in a fast paced environment.
  • Proactive and able to work without detailed supervision.

 Technical Skills & Knowledge (Essential) 

  • Excellent troubleshooting and diagnostic skills are essential.
  • Hands on intermediate level technical knowledge of both hosted and remotely administered environments and infrastructure on Windows platforms.
  • Administration, tuning and querying of Microsoft SQL Server 2005-2012, SSRS and SSIS.
  • Troubleshooting of Windows Server Infrastructure and application issues under tied SLAs.
  • Basic knowledge of Microsoft Windows Active Directory Infrastructure integration, group permissions and security policies.
  • To be able to write SSRS reports and SSIS packages.
  • An understanding of LAN/WAN/TCP/IP/Ports and Protocols.
  • An understanding of hosted applications under Microsoft Internet Information Services (IIS), deployment of .NET, SSL certificates and Application Pools.
  • Basic SAN and Clustering technologies.
  • An understanding of development and its impact with the application supportability.
  • understanding of defect management and release management processes.

 Please click below to apply and attach your CV and a cover letter

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