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Support Engineer

  • Sector: ConSol UK Software Development
  • Contact: Tom Carpenter
  • Contact Email: tom.carpenter@consolpartners.com
  • Start Date: ASAP
  • Client: ConSol Partners
  • Location: Godalming
  • Salary: Up to £30000.00 per annum
  • Expiry Date: 05 July 2022
  • Job Ref: BBBH398253_1656420471

Support Engineer

Permanent Position for award-winning software company

Start: ASAP

Location: Godalming, Surrey (Hybrid Working)

Role Summary:

The purpose of the Support Engineer role is to delight clients by providing outstanding customer service. To do this we work along 3 principles:

  • acting in the clients' interests
  • taking ownership
  • continually improving

Day to day tasks will include resolving demanding technical issues for an enterprise-level cloud application quickly and professionally, as well as deploying and upgrading client sites in the cloud. In order to succeed you will be comfortable working alone, with peers or across the business as required to get the job done quickly and effectively.

The work typically involves supporting clients' internal technical and communications teams up to Exec level.

Key Responsibilities:

  • Ensuring an exemplary level of customer service is provided to all customers at all levels
  • Answering queries and troubleshooting technical issues relating to our award-winning SaaS-based product. This is a .NET based application that tightly integrates with Office 365 and is built upon Azure cloud infrastructure
  • Ownership and accountability on all support tickets, acting in the clients' best interests and working according to SLAs
  • Deploying new sites and upgrades as required, in parallel to other day-to-day commitments
  • Liaising with clients and internal teams on all aspects of work, which will require clear, concise and professional communications at all times
  • Sharing knowledge with clients and peers alike
  • Identifying opportunities for increasing client satisfaction as well as continual improvement in the way we work

Key Experience:

  • Deep understanding of troubleshooting web-based business applications hosted on the Microsoft stack.
  • Experienced in administrating and working with SharePoint Online or other Office 365 services.
  • Experienced in working with SQL and Azure or similar cloud-based technologies.
  • Experienced communicator, both oral and written.
  • Experienced in providing support for business-critical enterprise technologies.
  • Scripting experience, including PowerShell and Microsoft SQL.
  • Experience of deployment/release technologies such as Octopus Deploy.
  • Experience of following and optimising formal processes, such as escalations and change control.
  • Experienced in documentation, such as ensuring complete and accurate ticket records, handovers, bug reports and knowledge base articles.
  • Experience of handling high volumes with competing priorities and SLAs.
  • Previous experience to the Microsoft coding stack is advantageous.