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Tier 3 Technical Support/Application Support Engineer

  • Location: City of London, London
  • Sector: Secretarial
  • Salary: £38000 - £40000 per annum + plus benefits and bonus
  • Job type: Permanent
  • Date posted: 08/07/2019
  • Job reference: MM - 4739
This vacancy has now expired.

My client who is a highly successful global unified communications solutions organisation is looking for an experienced 2nd/3rd Line Technical Support/Application Engineer to join a team of professional and friendly individuals who are responsible for resolving complex customer cases from Tier - 2 product support engineers who have been unable to isolate or fix issues with their products. Customer interactions include performing remote application configuration, troubleshooting service issues, as well as integration issues. The ideal candidate will have experience in troubleshooting and resolving complex technical in telecommunication enterprise network and Web Application and will also be looking to enhance their existing skills by developing support tools to assist all Support functions.

Responsibilities

  • Be customer focused
  • Understand product flows, correlate them with specific customer configurations in order to be able to analyse product logs and conclude resolution for the customer reported issues
  • API Support for our various products
  • Filter customer reported bugs qualify and quantify, route to appropriate team if needed, or own all throughout to resolution
  • Work with our internal tools and engineering teams to reproduce in-house customer reported problems and fix where possible
  • Report operational issues, maintenance problems or bugs to product engineering
  • Be a liaison between customer and all of the internal teams - engineering, support, product management, etc. Own the feedback and communication both internally and externally while the ticket is with the technical team.
  • Meet or exceed customer satisfaction and productivity metrics.

Skills and Experience required:

  • Advanced knowledge and troubleshooting proficiency of:
  • TCP IP, UDP and Web network Protocols o Web Application, Client and Server-Side o Debugging using Kibana, Dashbase, Splunk and Syslogs o Unified Communications, VOIP, and SIP technologies o Cloud computing technologies o Contact Center technologies o SQL, Oracle or similar o Proven expertise in web programming language such as (PHP, JavaScript, NodeJs, Python, Java,
  • Bash etc.) o Scripting frontend and system tools o General API Support and methodologies o Web/System integration technologies o Understanding code Logic and debugging
  • Must be very customer focussed
  • Able to work under own initiative
  • Familiarity with Web Servers such as NodeJs, Apache, Nginx and JVM
  • Previous experience providing T2/3 technical support to enterprise level customers is essential
  • Bachelor's degree in a technical field and/or comparable industry certifications or experience
  • Strong organisational and time management skills
  • Ability to prioritise conflicting demands
  • Excellent verbal and written communication skills
  • Team player with positive attitude

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