Technical Support Engineer

  • Empresa: Codespace Academy
  • Localidad: Malaga
  • Rango salarial: No disponible
  • Experiencia mínima: 1 año
  • Tipo de oferta: Indefinido

Requisitos

Experiencia mínima: 1 año

Estudios mínimos: Título Universitario

Requisitos mínimos:
Essential

• Agile methodology
• Customer oriented
• Experience with ticketing systems
• Hands with SQL
• Basic knowledge of Windows and Unix/Linux systems, utilities and scripting
• RESTful and APIs consumption
• Basics of networking services (SSH, RDP, …)
• Hands on Virtualization
• Internet Standards

Desirable

• TFS/Git
• Basics in programming
• Experience with SaaS / Cloud solutions
• Experience with Continuous Integration

Skills

• Good written and verbal communication skills
• Excellent technical and analytical skills
• Good interpersonal skills, able to interact and collaborate effectively, to support colleagues
and to deal with customers.
• Strong organisational skills with the ability to manage tasks simultaneously.
• Good keyboard skills and demonstrated proficiency with word processing, databases and
spreadsheet packages.
• Able to deliver to deadlines and under sudden pressure, maintaining accuracy and
attention to detail.
• Able to work independently, but with flexibility, and remain part of the team.
• Able to demonstrate well developed coping strategies.

Descripción

1. Department - Service Delivery & Support
2. Location - Malaga (Spain) – flexible with significant time in Bristol
3. Reporting to - Service Delivery Manager
4. Job Purpose - As a Technical Support Engineer you will provide enterprise level
technical support to our customers using required support channels.
5. Direct Reports - Service Delivery Manager
6. Key Objective - To ensure the profitability of the company and to ensure that all work
undertaken is delivered within or under budget improving Codespace Academy Software margins

Contact with others

* Internal
You will deal with all members of the internal team which includes software developers, support team and consultants. You will also be required to report to and work with the Management Team. You will also be required to work with contracted staff as and when they are engaged.

* External
All customers of the company including a number of local authorities, suppliers and service providers. You will deal with customers face to face, by telephone, webex, as well as in written communication form. You will be required to attend customer sites throughout Europe.

Main areas of responsibility
Key Accountabilities &% Importance

Customer Support - 60%
- Tasks
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues

Documentation - 20%
- Tasks
• Document knowledge in the form of knowledge base tech notes and articles
• Prepare accurate and timely reports
• Updating self-help documents so customers can try to fix problems themselves

Software Development - 20%
- Tasks
• Work closely with Development Team when they transfer knowledge of features implemented
• Follow up hot fixes provided for the bugs reported
• Develop and maintain scripts to automate recurrent tasks

- Decisions / Recommendations
• Contribution to procedures and ensuring that procedures are followed by both yourself
and the support / delivery team.
• Responding and fielding enquiries.

- Allocation / checking of work
• Using own initiative to manage work volumes and priorities.
• Reporting issues to the Managing Director
• Complying with the Data Protection Act.
• Work may be inspected at any time

- Physical effort
• Minimal physical effort required within work.
• Large amounts of work with computer, involving concentrating on VDU for prolonged periods of time and multiple wrist/hand movements

- Working conditions / environment
• Office based.

Qualifications, skills and knowledge required
Qualifications and/or Experience
- Essential
• Agile methodology
• Customer oriented
• Experience with ticketing systems
• Hands with SQL
• Basic knowledge of Windows and Unix/Linux systems, utilities and scripting
• RESTful and APIs consumption
• Basics of networking services (SSH, RDP, …)
• Hands on Virtualization
• Internet Standards

- Desirable
• TFS/Git
• Basics in programming
• Experience with SaaS / Cloud solutions
• Experience with Continuous Integration

- Skills
• Good written and verbal communication skills
• Excellent technical and analytical skills
• Good interpersonal skills, able to interact and collaborate effectively, to support colleagues and to deal with customers.
• Strong organisational skills with the ability to manage tasks simultaneously.
• Good keyboard skills and demonstrated proficiency with word processing, databases and spreadsheet packages.
• Able to deliver to deadlines and under sudden pressure, maintaining accuracy and
attention to detail.
• Able to work independently, but with flexibility, and remain part of the team.
• Able to demonstrate well developed coping strategies.

OTHER DUTIES
To undertake any other duty within your ability and within reason, as may be required from time to time, at the direction of your line manager.

CONFIDENTIALITY
You should be aware of the confidential nature of the software environment and/or your role both when dealing with customers, competitors and personnel related issues. Any matters of a confidential nature must not be divulged to any unauthorised person.

DATA PROTECTION
You should make yourself aware of the requirements of the Data Protection Act and follow local codes of practice to ensure appropriate action is taken to safeguard confidential information.

HEALTH AND SAFETY
You are required to take reasonable care for your own health and safety and that of others who may be affected by your acts or omissions and you should ensure that statutory regulations, policies, codes of practice and safety and good house-keeping rules are adhered to, attending safety and fire lectures as required.

JOB DESCRIPTION
This Job Description is not intended to be restrictive and should be taken as the current
representation of the nature of the duties involved in your job and needs to be flexible to cope with the changing needs of the job and Codespace Academy Software.

Tipo de industria de la oferta: Informatica

Vacantes: 1

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