Application Support Lead

Posted 6 March by Fullbrook Consulting Group

The Client:

Our client is a Contact Centre software solutions provider.

Role & Key Responsibilities:

  • Responsible for providing outstanding technical support on the company’s products.
  • In charge of the installation and maintenance of the company’s hardware / software facilities.
  • Ensure that customers and clients are provided the necessary daily support on integrations and infrastructure work.
  • Carry out essential investigation, troubleshooting and debugging on the company’s software.
  • Oversee and manage installation procedures and system updates for new and existing customers.
  • Ensure that customer issues and tickets are attended to / resolved within the agreed SLA.
  • Use a wide range of server technologies to provide efficient and appropriate solutions to customer queries.
  • Manage ongoing team performance against objectives and targets.
  • Work closely with internal teams to ensure the timely and successful completion of customer projects.
  • Contribute to the company’s internal knowledge base by producing technical documentations and best practices.
  • Work confidently and as a part of an international team to complete tasks and meet objectives.

Skills & Experience:

  • Job relevant Degree / Qualifications.
  • Minimum 5 years’ proven experience within the IT / Tech industry.
  • Strong customer and helpdesk support experience is essential.
  • At least 3 years’ scripting experience is necessary (PowerShell, Batch, T-SQL).
  • Strong debugging skills (OS, software tools, networking protocols etc.).
  • Windows Server and Linux administration experience is highly advantageous.
  • MS SQL and Mongo DB database administration knowledge is desirable.
  • Minimum 2 years’ experience with Data Centre hardware (procurement, installation procedures).
  • Previous exposer to web hosting technologies would be advantageous.
  • 2+ years proven Team Leader / Management skills and abilities.
  • Outstanding English language skills.
  • Outstanding problem-solving skills.
  • Dedicated with strong work ethics.
  • Natural desire to improve own skillset.
  • Strong prioritising skills with the ability to meet team and individual targets.
  • Ability to work as part of a remote and distributed team.

Required skills

  • Application Support
  • Scripting
  • Technical Support
  • Troubleshooting
  • MS SQL

Application questions

Do you have at 5 years experience of working with the IT / Technology industry?
Do you have demonstrable experience of successfully providing customer and helpdesk support?
Do you have 3 years demonstrable scripting experience (PowerShell, Batch, T-SQL)?
Do you have demonstrable team leader and management skills and experience?
Do you have 2 years proven Data Center hardware procurement and installation procedures?

Reference: 34617017

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