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Date Added: Fri 25/09/2020

IT Support Engineer

Worthing, UK
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Job Type: Full Time, Permanent

Salary: £23000 - £28000

This employer is seeking to expand their technical team with a Software Support Engineer, to provide software and technical support across their range of enterprise customers within their portfolio of IT monitoring and management solutions. As a Software Support Engineer you will be responsible for solving issues related to the installations of their customers, this includes advising customers on how to utilise the tools effectively, having remote sessions to fix misconfigurations and raising cases to the product vendor where required. This role also requires the candidate to document common issues in the internal knowledge base, receive and provide training to the rest of the team, help the sales team with product demos and with some internal projects. During the first three months of employment, the candidate will receive extensive training from experienced support engineers, therefore the candidate has to be keen to learn new technologies, such as monitoring protocols, SQL queries and PowerShell scripting. This position is ideal for a candidate that enjoys the challenge of maintaining their high standards of service that is focused on supporting a specific suite of products. Responsibilities - Manage support case life-cycle on internal ticket system - Troubleshoot customer environments using a variety of technologies and methods - Maintain regular contact and work to support SLA targets - Host remote sessions with customers to diagnose and implement software changes - Advise customers about best practices - Raise cases to and work with the vendor to resolve issues - Documentation of known bugs, issues and procedures in the internal wiki Requirements - Three years' experience in an IT support role - Awareness of datacentre architecture; environmental controls, virtual systems, server hardware, topology - Network administration and troubleshooting skills (DHCP/Static, TCP/IP, DNS) - Knowledge of Windows Server OS 2012+ - Experience with corporate applications; SQL, IIS, Exchange - Experience with different types of documentation - Experience dealing with customers from diverse backgrounds and managing those relationships to ensure satisfaction - Good communication & organisation skills - Fast learner & ability to identify improvements in processes - Be flexible and work on topics where you may not be an expert - Attention to detail Desirable skills (not essential) - Experience with monitoring tools such as SolarWinds Orion, PRTG, Nagios, IBM Tivoli, HP Openview - Experience working with Network and Application Management protocols including SNMP, SNMP Traps, Syslogs, ICMP, WMI, Netflow - SQL query knowledge including joins and data functions - Awareness of cloud services; Azure, AWS - Understanding of Active Directory - Scripting/programming knowledge in PowerShell, Perl, Python or similar
Role: IT Support Engineer
Job Type: Full Time, Permanent
Location: Worthing, West Sussex, West Sussex

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