Support Engineer

We are looking for a Service Specialist that will be involved in the current and future delivery support and maintenance of services. You will play a key role in assisting customers from both technical and functional points of view. The Service Management Team is responsible for technical investigation, keeping customers updated, and reporting potential software defects to Development teams. Technical Support also takes the lead in service restoration in the event of software or hardware failures, capacity planning, and Business Continuity testing of the Hosted environment.

Key Responsibilities

• Responds to customers’ inquiries relating to technical and functional issues with our products through phone, email, and case management system.
• Tracks inquiry resolution progress.
• Communicates updates effectively and promptly to the client.
• Builds up and maintains a knowledge of the software supported, including database structure and configuration files to assist in issue investigation.
• Deals with unexpected events or failures which limit clients' use of the supported systems.
• Carries out application system checks, aiming to identify and resolve issues before they affect clients.
• Develops strong working relationships with other departments and third-party vendors to assist with the delivery of our service to clients.
• Supports customers on testing new or changed products and services to ensure that they meet defined requirements.
• Assists with releases and deployments of services components.
• Participates in all the activities related to IT security and cybersecurity with the aim of mitigating risk and supporting recovery programs for the area of responsibility. Runs system analysis to identify potential issues.
• Adheres to best practices and department procedures for client communications, incident progression, and investigation.
• Participates in team shift patterns and assists with weekend work and out of hours escalation when required.

Required Skills, Experience, and Qualifications

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