Specialist Technical Support Engineer

So, what’s the role all about?

The Technical Support Engineer role will be part of a global support team providing state of the art solutions for the Public Safety & Justice market, providing software as a service for multi-media evidence management and Emergency Contact Centres to a worldwide customer base

How will you make an impact?

Provide 2nd/3rd line engineering support to the product 
Provisioning, deploying, patching and upgrading primarily enterprise software hosted on the Azure cloud. Working closely with the development team to ensure successful deployment of software packages. 
Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers. 
Deploy and configure internal systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations. 
Participate in a 24-7 Out of Hours call out rota.

Have you got what it takes?  

IT work experience- 8 to 11 years
The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important. 
Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good ‘customer service’ and how to deliver it is essential. 
Previous experience within an application, software or product support role is desirable 
Working knowledge of Windows server and client technology, ideally supporting web applications and services 
Experience with web applications and configuration management. 
Efficient, effective and respectful communication skills both with customers and within internal departments. Including;
Excellent written and spoken English 
Good listener, able to identify and validate assumptions 
Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it 
Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment 
Multi-tasking and time-management to prioritise and switch between varied tasks 
Focused and calm under pressure 
Careful record keeping 
Able to use initiative and to work effectively both independently and as part of a team

You will have an advantage if you also have:

Knowledge of Azure Portal and familiarity with Azure services 
Experience of Scripting 
Experience with basic SQL querying 
Knowledge of Azure Monitor, Elasticsearch and Kibana 
Experience of configuring Application Monitoring and Dashboards. (Grafana, OpsGenie) 
Experience working in an ITIL environment