IT Support Engineer - Sheffield, United Kingdom - Murray McIntosh Recruitment Consultancy

Description

Murray McIntosh are searching for a Support Engineer to work for a key client of ours, as detailed below:

Working as part of the existing Customer Support Team, the Support Engineer will be working in a fast-paced environment, handling inquiries & incidents from customers and engineers for a wide variety of technical problems and requests.

Principal Accountabilities:

• Providing software and hardware support via telephone and the support ticketing system to customers and engineering teams
• Remotely accessing live customer systems to investigate and support cases
• Supporting all products, including cameras, digital products and software
• Ensuring all support requests are dealt with efficiently and promptly in accordance with SLAs.
• Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
• Replication and escalation of faults to the development team
• Testing of fixes and patches to ensure issues are resolved.
• Working with other team members to provide resolutions to customer support requests
• Providing feedback into sales teams and product management.
• Onsite support for critical business issues only.

Qualifications and Experience:

• 2nd / 3rd line support experience required
• This is an externally customer facing role (phone, ticket system, chat, Teams calls etc) so requires strong customer service and communication skills
• Understanding of development, product management and sales processes with awareness of how the support role feeds information into these.
• An understanding of virtualisation technologies such as Hyper-V including failover and replication processes.
• An understanding of cloud technologies
• Extensive experience in a customerfocused role in a software development environment
• Knowledge of IP Networking within a video environment (IP addressing, subnetting, routing, VLANs, TCP, UDP, Unicast and Multicast transmission)
• Hands on experience in troubleshooting Windows based operating systems, including Windows 10, Windows Server 2012, 2016 and 201
• An understanding of databases
• IBM DB2 and MS SQL
• Awareness of the surveillance market, knowledge of Integrated Security systems, IP video systems and CCTV technologies.

Desired areas of IT experience:

• Microsoft operating systems
• IP networks
• IP video systems

• Databases (ideally

• IBM DB2 and MS SQL)
• Cloud technologies
• Java

This role offers excellent career development in a fast growing business as well as an excellent benefits package.

WFH home - 3 days per week, starting ASAP.