Technical Support Engineer

1 month ago

Reading Berkshire, United Kingdom Loftware Full time

Job Description

A career at Loftware is more than just a job – it’s an opportunity to help shape the supply chain of the future.

We are looking for a Technical Support Engineer to join our team .

As a Technical Support Engineer, you will analyze customer issues with deep understanding of all logs and data being gathered. You will diagnose and quickly resolve customer and product issues. You will provide insight into customer issues utilizing remote working sessions to review production performance and provide analysis and reaction plans for errors/failures. You will manage any other reasonable tasks including flexibility to work and participate in 24x7 on-call rotation for off normal business hours escalations.

As part of the Technical Support team you will collaborate with product management and other internal teams regarding resolution of issues requiring hot fixes or patches. You will analyze infrastructure issues and communicate those issues to Operations and Development teams if needed. You will have competence in handling escalations requiring attention beyond the scope of the Technical Support Team.

Responsibilities:

  • providing support and resolving technical issues related to our SW and drivers via email, telephone and other electronic media to our customers, partners and internal teams members
  • implementation of simple solutions for our customers and partners
  • installation of the product for our customers when installation fails
  • understanding of more complex solutions that are made by internal PSG team
  • administration of internal support matters
  • providing feedback on key customer needs to other internal teams
  • help in preparation of technical documents and teaching materials

Required qualifications:

  • Fluent in English. Plus French is a preference (additional language i.e. German, Italian, Spanish is a plus).
  • 3+ years of work experience supporting external clients in technical field.
  • Experience with setting up software and printers
  • Knowledge of Microsoft server operating systems
  • Knowledge of network principles (TCP/IP, DNS, DHCP, Active Directory)
  • Basic knowledge of VBScript, Python scripting languages
  • Basic knowledge of SQL, MySQL, Oracle, Access databases
  • Knowledge of current Microsoft software (Windows, Office)
  • Efficient and fast in desktop and internet management (e.g. copy&paste, upload&transfer files, email…)

Soft Skills:

  • motivated and focused on details
  • ability to perform multiple tasks simultaneously
  • being able to meet deadlines independently and effectively
  • ability to respond instantly to support-related phone calls and emails
  • excellent communication skills (oral, written, interpersonal, organizational)
  • strong problem-solving skills and strong work ethic
  • being a team player to gather and share the knowledge inside of the team

Why join us?

Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.

  • This is an excellent opportunity to be part of a team helping to evolve our solutions for different cloud platforms as well as expand your skills in the cloud.
  • Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.
  • We use the power of the global team.
  • We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.
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