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    Platform Support Engineer - London, United Kingdom - SoftwareONE Deutschland GmbH

    SoftwareONE Deutschland GmbH
    SoftwareONE Deutschland GmbH London, United Kingdom

    1 week ago

    Default job background
    Description
    Why SoftwareOne?

    SoftwareOne is a leading global software and cloud solutions provider that is redefining how organizations build, buy, and manage everything in the cloud.

    By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate andoptimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology.

    The company's 9,200 employeesare driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in ninety countries.

    Headquartered inSwitzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at

    The role

    This role provides mentoring and deep level technical and operational support at a Tier 2 level.
    Coaching and Supporting less experienced members of the team
    Managing, triaging and investigating deep level technical issues to resolution
    Assist leads, head of support and escalation manager in gathering reporting information.
    Assist leads, head of support and escalation manager to manage client and partner escalations.
    Working with Engineering to bring about deep understanding of issues reported and expedite solutions.
    Supporting the regular triage of open issues with Engineering.
    Work with team, team leads and head of support to review and approve bugs and issues raised to Tier 3 / 4
    Running client and partner calls.
    Running brainstorming sessions with the team and creating summary reports and action plans.
    Owning problems to resolution, while assisting our Lead Engineer and Escalation Manager for high impact problems.

    What we need to see from you
    Experience in 2nd or 3rd level support for web-based applications
    Deep-level knowledge of web platforms/SAAS
    Demonstrable experience working with APIs
    Ability to independently and creatively analyse problems and find adequate solutions
    Great communication and English skills are required
    Presentation creation and delivery
    Customer facing document creation and review
    Conflict resolution
    Familiarity/knowledge with ITIL terminology/ITIL framework

    Demonstrable experience working with ALM tools such as JIRA, Azure DevOps and a high level of exposure to confluence would be a significant advantage.

    Experience using an ERP system is an advantage
    Reporting experience from ticketing / service delivery tools required
    Experience with network or console logs is required
    Experience with ServiceNow is an advantage but deep level knowledge of ticketing systems and workflows is a requirement.

    Job Function
    Marketplace Platform #J-18808-Ljbffr
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