Specialist Technical Support Engineer

So, what s the role all about?

The Technical Support Engineer role will be part of a global support team providing state of the art solutions for the Public Safety & Justice market, providing software as a service for multi-media evidence management and Emergency Contact Centres to a worldwide customer base

How will you make an impact?

• Provide 2nd/3rd line engineering support to the product
• Provisioning, deploying, patching and upgrading primarily enterprise software hosted on the Azure cloud. Working closely with the development team to ensure successful deployment of software packages.
• Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers.
• Deploy and configure internal systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations.
• Participate in a 24-7 Out of Hours call out rota.

Have you got what it takes?

• IT work experience- 8 to 11 years
• The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important.
• Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good customer service and how to deliver it is essential.
• Previous experience within an application, software or product support role is desirable
• The candidate will need to be eligible to obtain SC clearance and as such will need to have been a resident in the UK for 5 years.
• Working knowledge of Windows server and client technology, ideally supporting web applications and services
• Experience with web applications and configuration management.
• Efficient, effective and respectful communication skills both with customers and within internal departments. Including;
  • Excellent written and spoken English
  • Good listener, able to identify and validate assumptions
  • Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
  • Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
  • Multi-tasking and time-management to prioritise and switch between varied tasks
  • Focused and calm under pressure
  • Careful record keeping
  • Able to use initiative and to work effectively both independently and as part of a team

You will have an advantage if you also have:

• Knowledge of Azure Portal and familiarity with Azure services
• Experience of Scripting
• Experience with basic SQL querying
• Knowledge of Azure Monitor, Elasticsearch and Kibana
• Experience of configuring Application Monitoring and Dashboards. (Grafana, OpsGenie)
• Experience working in an ITIL environment

What s in it for you?

Enjoy NICE-FLEX!

Requisition ID: 5156
Reporting into: Director
Role Type: Individual Contributor