Our client is a white-label software platform that helps businesses sell photobooks, calendars and other photo gifts through any device via web and desktop applications.
They offer a suite of five applications that gives businesses the tools to manage every aspect of the process from product design to eCommerce and print production.
They are distributed via a dedicated network consisting of its own global team and a worldwide reseller channel. Their HQ is based in Newcastle upon Tyne, with offices in the USA, Netherlands, Hong Kong and Japan.
They’re offering an exciting opportunity for an experienced, driven and proactive Technical Support Engineer to join their Technical Support team based in Ponteland.
Working with their Support team, you'll be passionate about delivering high quality customer service with a focus on high attention to detail and hitting their SLA's.
The role requires a strong team player with effective communication skills in order to follow a logical process to solve customer problems.
Provide all level support requiring root cause analysis
Resolve technical issues and liaise directly with customers
Diagnose and fix critical IT issues
Identify software issues and liaise with internal teams via fault and feature tracking
Their core applications are developed and delivered using Apache, PHP, MySQL on Linux and Windows servers.
Taking ownership of customer issues reported and seeing problems through to resolution
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Research and identify solutions to software and technical issues
Diagnose and troubleshoot technical issues, including server setup and software configuration
Ask customers targeted questions to quickly understand the root of the problem
Track software or system related issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone or email, until they've solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, management, etc.)
Provide prompt, accurate and positive feedback to customer
Refer to internal database or external resources to provide accurate technical solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their technical issues are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals for internet knowledge sharing
Maintain jovial relationships with clients
For the right applicant, they can offer a competitive starting salary, exciting challenges, compelling rewards, excellent benefits and a great working environment, along with amazing career prospects. In addition, they will help you to achieve your goals by continuous professional development and regular career progression sessions.
3+ Year proven experience as a Technical Support Engineer or similar role
Strong troubleshooting ability
Solid experience of using Linux
Windows server experience
Knowledge of networking principles
Strong written and verbal communication skills
Knowledge of relational databases
Good time management skills and ability to meet targets and fulfil SLA’s
Experience using Zendesk
Experience of working with Mac operating system for day to day activities
Experience of AWS
A degree in Computer Science or equivalent
CCNA, MCSA, ITIL – Problem, Linux certification
If you’d like to have an informal chat about your potential in this role, book in a call with one of our friendly talent advocates on 0191 620 0123 who can provide details, advise and guide you with your job search.
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