Description
Software Support Engineer - 12 Month Contract - Northern Ireland
The software Support Engineer will work with the field service and software development teams. As the software service engineer, you will help lead customer software installations and troubleshoot issues both on site and remotely via Skype. Customer support for software installations includes but will not be limited to: .NET, SQL Server, OPC, IIS, TCP/IP, Networking, Windows Server Troubleshooting installations when required, some international travel will be required
ESSENTIAL FUNCTIONS/RESPONSIBILITIES:
Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects and providing workarounds to customers.
Respond and resolve cases within customer Service Level Agreements.
Interpret customer needs, assess impact on the customer and prioritise cases accordingly.
Take ownership of assigned customer cases and accurately record and document case activity in SupportCentral (Web based Issue Tracking Tool).
Perform on-site/remote customer support when required.
Regular communication with customer regarding progress, case status and solution delivery timescales.
Interface with product support groups and development groups to facilitate case resolution.
Agree customer acceptance and case closure.
Installing .NET based applications, and diagnosing potential issues found.
Configuring and installing different versions of SQL Server.
Describing problems to software developers (to aid fixing the problems).
Liaising with field services and sales to organise the time/date of installation.
Ensuring the completeness of a software installation, to the customer's satisfaction (either locally or remotely)
QUALIFICATIONS/REQUIREMENTS:
Excellent written and verbal English skills.
Strong analytical, planning and organizational skills.
Strong interpersonal and communications skills (oral & written).
Proficient in Microsoft Office.
Self-starter with ability to work independently under pressure and react quickly to changing priorities
Desirable Skills.
Be able to work in isolation (due to timezone differences).
Be able to liaise directly with customers.
Have experience installing .NET based applications, and diagnosing potential issues found.
Have experience configuring and installing different versions of SQL Server.
Have experience/understanding building and configuring networks.
Have experience/understanding of Hyperterminal/Putty and communication protocols and settings.
Have experience describing problems to software developers (to aid fixing the problems)