Graduate Support Engineer


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  • Salary: Negotiable
  • Employer Name

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    Job TypePermanent
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    Country
    State/ProvinceBerkshire
    distance:Unknown
    AddressSlough, Berkshire
    Category

Applications/Technical Support Engineer – Global Telecom Software Vendor (Berkshire based) – Entry Level/Graduate

The Role

To provide excellent proactive support in line with each customer contract through a combination of 1st and 2nd level support of customers. Each team members will take responsibility of their assigned calls, manage each request correctly, respond efficiently and communicate clearly to ensure the customer's complete satisfaction. Working with other members of the operations team and developers in an Agile environment.

Key Responsibility

§ Liaise with 3rd party suppliers to troubleshoot software and hardware problems including Cloud deployments

§ Responsible for all aspects of support (including remote and on-site support and during out of office hours when required) and maintenance of solutions from the point of customer acceptance

§ Remote installation and testing of products

§ Understanding the commitments and SLA agreements with each customer and take ownership of ensuring that steps are taken to deliver the services in an efficient manner

§ Proactive review and periodic checks of assigned installations and recommending fixes/solutions.

§ Perform system health checks and performance tuning as well as capacity planning as well as providing daily system reports, reporting any abnormality

§ Advise customers on the use of product features, functions and interface

The Person

Must have

§ Proficiency in Server command line, ideally Linux

§ Working knowledge in Database query, ideally Oracle

§ Experience in Windows troubleshooting, ideally Java applications

§ Effective and professional communication (clearly, concisely and appropriately) both orally and in writing.

§ Proficiency in a customer support role with a proven record of trouble shooting.

§ Analytical, problem solving skills

§ Able to work alone unsupervised, independent, good team player and proactive in seeking assistance when needed

§ Works in a structured, organized and pro-active way. Gathers and organizes information

§ Effective prioritisation, strives to meet agreed schedules and excel in achieving tight deadlines.

§ Demonstrate a high level of IT competence is key for this role

§ Keen learner and passion for new technologies.

Preferable

Understanding of modern cloud computing, IoT in relation to Telecommunication

Working knowledge of Cloud technologies (AWS, Openshift)

Experience troubleshooting a complex data environment, ideally Telecom related

Experience & Expertise

Minimum degree or equivalent qualification in any Engineering or Telecommunication or Computer Science discipline