2nd Line IT Support Engineer - Sheffield, United Kingdom - Jenkin Halls Recruitment Ltd

Jenkin Halls Recruitment Ltd

Verified Company

Sheffield, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Support Engineer

Sheffield - 3 days office/2 days home

Reporting to:
Head of Systems Engineering

Package:
Competitive package

Job Purpose:

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

Day to day, support will cover the entire portfolio of products.

This will primarily be software support for the Company's in house developed VMS software however will also include some hardware support.

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 Company products, including cameras, digital products and Synergy software
Ensuring all support requests are dealt with efficiently and promptly in accordance with Service Level Agreements
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.

Ideal Qualifications and Experience

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 development, product management and sales processes with awareness of how the support role feeds information into these.
An understanding of databases
IBM DB2 and MS SQL
An understanding of virtualisation technologies such as Hyper-V including failover and replication processes.
An understanding of cloud technologies
Awareness of the surveillance market, knowledge of Integrated Security systems, IP video systems and CCTV technologies.

Key Personal Attributes

Excellent communication skills, with the ability to deliver complex technical information in a manner that is easy to understand.
Able to work under pressure and to tight deadlines, while still making levelheaded decisions and managing customer expectations.
Analytical and investigative mindset, and able to think outside the box.
A strong willingness to learn and develop their skillset.
Ability to uphold organisational values and ethics
Excellent communication skills; written, verbal and listening
Takes responsibility and accountability for the customer experience
Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software and our customers
An open and honest team player
Has the ability to exercise discretion and independent judgement

Company Overview:

With over 25 years of high security systems experience, field proven products, and expert support personnel in the UK, US, and Singapore, this impressive business offers its clients turnkey networked solutions for comprehensive protection and peace of mind.

**Jenkin Halls Recruitment is acting as a Recruitment Partner for this opportunity