Support Engineer (JAN20228922)

2mesjobs 2M Employment Solutions Ltd

Support Engineer
Responsible for staff/equipment; maintenance of own device and other business user hardware, and physical backup of own machine.

Reporting to; Senior Analyst

Working with; Support and Test Team

Main Purpose of Job; Reporting into the Senior Analyst on a day to day basis you shall be involved with the software/hardware support and testing activities for the successful release of new web, mobile and desktop applications.

Key Tasks / Responsibilities;

• Responsible for day to day support of hardware & applications, closing of tickets via Freshdesk
• Determine the appropriate priority of tickets (P1 – P4)
• Reporting ticket status to the team for effective resource planning
• Provide user support to ensure delivery of the SLA agreements
• To prepare training shorts and user guides
• To deliver users training to internal and external users
• To complete routine checks, for example, email bounces, database checks and backup has been completed.
• Identify, record, document thoroughly and track bugs
• Perform thorough regression testing when bugs are resolved
• Liaise with internal teams (e.g. developers and product managers) to identify system requirements and document user stories
• Investigate the causes of non-conforming software and communicating to the development team
• Setting up hardware to client specification and documenting set up steps
• Setting up internal user devices and maintaining the asset register
• Documenting antivirus status of team devices, checking status via management console and enforcing system scans
• Maintaining lists of customer requirements for consideration in the ongoing development of Zoom application and attend weekly meetings to support this process
• Complete tasks as requested by the senior team to assist with delivery of services

Key Objectives;
• Deliver agreed personal objectives within specified timescales
• Collaborate with the team to ensure successful deployment of new releases
• Ensure data security is maintained (customer information and company IP)
• Ensure that customer requirements are satisfied
• Understand company strategy, and be commercially aware

Person Specification

Technical Skills
• Knowledge of maintaining operating systems, device encryption, antivirus software and device configurations
• Knowledge of SQL
• Proven work experience in software quality assurance
• Experience working in an Agile/Scrum development process
• Competent with Azure Dev-ops / Visual Studio (Latest Version)
• Competent with Azure Application Insights
• Competent with MS Office; Excel, Word and Outlook
• Meticulous and a high attention to detail
• High degree of aptitude for problem-solving and creative thinking
• Excellent written and oral communication skills
• Excellent interpersonal and time management skills

For Further Career Progression
• Display aptitude for developing new skills
• Enhanced technical skills

So, if our culture sounds like a good fit for you and you want to be part of our success story, then send us your details.

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