Application Support Engineer
Unspecified (Full time)
Our client is a young, high growth business that has its HQ in South Africa. (This role will be based in the UK). The client provides a suite of products including centralised mobile network optimisation tools (pulling information from other tools with an analytics overlay), closed-loop SON/automation and configuration solutions.
The client has a substantial existing customer base in the UK and is looking to further expand in Europe.
At the moment the role would be 100% remote, once things return to some normality there might be visits to the London office.
The client is looking for 1-2 years of experience in a customer-facing technical support role.
The main purpose of the support engineer role is to provide excellent proactive support in line with each customer contract. This will require a combination of 1st and 2nd level support of customers. Each team member will take responsibility for their assigned calls, manage each request correctly, respond efficiently, and communicate clearly to ensure the customer's complete satisfaction.
Team members will also contribute towards the ongoing transformation of our products and services, working with other members of the operations team and developers in an agile environment.
Key Role Responsibilities
► Remote installation and testing of products.
► Liaise with 3rd party suppliers to troubleshoot software and hardware problems including Cloud deployments.
► Responsible for taking over customer systems from R&D or PS and own all aspects of support and maintenance of our client's solutions from the point of customer acceptance.
► Responsible for delivering to customers SLA agreement.
► Understanding the commitments and SLA agreements with each customer and take ownership of ensuring that steps are taken to deliver the services in an efficient manner.
► Understanding the working practices and tools and taking ownership of using the tools and infrastructure to effectively deliver the service.
► To understand the quality processes and make quality a priority in the delivery of solutions to customer queries.
► Providing remote support and on-site support.
► Participation in out of office hours support as required.
► Proactive review and periodic checks of assigned installations and recommending fixes/solutions.
► Perform system health checks and performance tuning as well as capacity planning.
► Providing daily system reports with explanations of any abnormality.
► Tracking and reviewing R&D projects to ensure systems are designed with supportability in mind and that appropriate support packs are in place when installation goes live.
► Advise customers on the use of product features, functions and interface.
► Communicates effectively and professionally (clearly, concisely and appropriately) both orally and in writing.
► Proficiency in a customer support role with a proven record of troubleshooting.
► Demonstrates analytical, problem-solving skills.
► Able to diagnose problems and quickly identify fixes to defects.
► Able to accurately follow written and verbal instructions in English.
► Able to work alone unsupervised on complex problems but also work within a global team helping others with clear reports and requests for assistance when needed.
► Works in a structured, organized and pro-active way. Gathers and organizes information. Demonstrates the ability to prioritize own activities, to plan ahead and to multi-task as appropriate.
► Strives to meet agreed schedules at all times and works well even with tight deadlines.
► Takes ownership of own tasks. Demonstrates personal commitment to achieving assignments and project targets.
► Server command line proficiency (ideally Linux)
► Database query working knowledge (ideally Oracle)
► Windows troubleshooting experience (ideally Java applications)
► Understood how modern cloud computing works with the advent of hyper-mobile devices, IoT and the need for quickly
► Working knowledge of Cloud technologies (AWS, Openshift - OCP commands)
► Experience troubleshooting a complex data environment
Minimum degree or equivalent qualification in any IT, Engineering or radio communication discipline.
Your ability to demonstrate a high level of IT competence is key for this role. You will be expected to evolve and learn new technologies while working as part of a busy support team.
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