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Product Support Engineer

Posted 22 January by WilsonHCG-EMEA Ended

We are a Deloitte’s Technology Fast 500 company, with offices in the US, Europe, and Australia. We provide world-class IT Service Management tools and solutions to 1700+ clients from different industries in 40+ countries with 98% of customer satisfaction rate.

As we are growing rapidly, we are always seeking top talent to drive our continued growth. Your contributions as a Product Support Engineer - both big and small - will be valued, recognized, and rewarded at every step along our exciting journey. Are you ready to join our team?

Role and Responsibilities:

  • Working as part of the Technical Support Team, receiving inquiries, problems, incidents and requests concerning software applications from our customers/partners via telephone, e-mail and self-service portal
  • Logging the above Incidents/Requests via our ITSM application providing accurate resolution as required
  • Applying technical skills to accurately troubleshoot, diagnose, and resolve customer Service Requests & Incidents ranged from basic to complex on a very flexible application/platform
  • Documenting resolutions in our Knowledge system
  • Providing effective Incident management via assigning correct prioritization, updates, escalation and resolution to ensure Service Level Agreements are met
  • Liaising with team, accessing available knowledge articles, online articles and previously logged incidents to provide appropriate resolution
  • Conducting initial troubleshooting and update Incidents with relevant findings to aid in resolution if escalated to a senior technician


Your knowledge and experience:

  • Education: Technical degree or equivalent
  • Experienced with multiple application support environments
  • 2 + years of relevant Service Desk experience
  • Strong understanding of relational databases (SQL) and ability to troubleshoot (tuning/indexing)
  • Strong analytical, process-oriented, evaluative and problem-solving abilities
  • Demonstrated ability to quickly learn new technology
  • Excellent customer service and communication skills
  • Intermediate knowledge of Windows Operating Systems and MS office suite
  • Intermediate knowledge of IIS installation and configuration
  • Working knowledge of server virtualization/VM Ware
  • Working knowledge of network admin: Active Directory, LDAP, VPN, Proxies, TCP/IP, HTTP,
  • Familiarity with Network Diagnostics (Ping, Wireshark, Netstat or other)
  • Familiarity with IT Infrastructure Library (ITIL)
  • Certification: ITIL Foundation V3 (Highly Desirable), Microsoft Technology Associate (nice to have)

Reference: 34143666

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