Remote Senior Support Engineer Job in UK SoftwareOne

Who you are

• Experience in 2nd or 3rd level support for web-based applications
• Deep-level knowledge of web platforms/SAAS
• Experience working with APIs
• Ability to analyze problems and find adequate solutions
• Great communication and English skills
• Presentation creation and delivery
• Customer facing document creation and review
• Conflict resolution
• Familiarity with ITIL terminology/ITIL framework
• Experience with ALM tools such as JIRA, Azure DevOps
• Experience using an ERP system
• Reporting experience from ticketing/service delivery tools
• Experience with network or console logs
• Experience with ServiceNow
• Deep knowledge of ticketing systems/workflows

Desirables

• Coaching
• Analytical
• Independent
• Creative
• Communicative
• Organized
• Familiar with ITIL
• Experienced with ALM tools
• Problem solver

What the job involves

• Provides mentoring and deep technical and operational support at Tier 2 level
• Coaches and supports less experienced team members
• Manages, triages, and investigates technical issues to resolution
• Assists leads, head of support, and escalation manager in reporting
• Manages client and partner escalations
• Works with Engineering to expedite solutions
• Supports regular triage of open issues with Engineering
• Reviews and approves bugs and issues raised to Tier 3 / 4
• Runs client and partner calls
• Runs brainstorming sessions with team, creates summary reports and action plans
• Owns problems to resolution, assists Lead Engineer and Escalation Manager for high impact problems