Software Support Engineer 2nd Line Support

2 weeks ago

Haverhill, United Kingdom Hendron Pearce Ltd Full time

**Software SupportEngineer**

Our client is a market leader in the development and supply of advanced POS Products and industrial weigh labelling equipment into the worlds food processing industries and major retailers.

They are a solutions provider to the major retail industry for Point of Sale products.

They have been at the forefront of POS & weigh price labelling technology for many years. Their products are used by many of the world’s leading global food processing and distribution companies. This is an exciting role where they are looking to develop thisindividual further and progress their career.

**Reporting to** the Technical Manager the Software Support Engineer will undertake support and remote installations of their software products and providing 2nd line customer support as and when required.

**Overall, Purpose of the Role**

**Essential Job Responsibilities**

The Software Support Engineer performs the major functions listed below.
- Monitor support mailbox and incident ticketing system.
- Identify, assess and resolve issues raised efficiently.
- Work with cross-functional teams to resolve issues and pro-actively communicate with them to resolve and prevent issues or enhance processes.
- Ensure knowledge transfer within the team.
- Experience and understanding of MS SQL and replication, carry out remote installations and setup subscribing machines to centralised server databases.
- Ability to remotely diagnose and resolve issues on live customer equipment.
- Ability to multi-task, effectively prioritise work, and adapt during challenging situations.
- You will need to demonstrate the ability to meet deadlines and manage multiple priorities.
- Work well within a team environment, as well as independently.
- A strong work ethic with a clear focus on delivery and quality.
- Drive department revenue stream by identifying instances where requested support falls under the category of chargeable.
- Carry out testing and feedback to development team on updates and new software versions.
- Self-starter with ability to manage own work.
- Excellent interpersonal communication skills with fluent English.
- Ability and willingness to learn new skills and technologies.
- Vigilant and proactive in the workplace
- Provide support for all staff in keeping with the businesses values, policies and procedures.
- Complete all documents required by the company policies and procedures.
- Undertake additional tasks and responsibilities as may be reasonably expected of the role and as necessary in order to achieve the objectives of the technical team and the business goals.
- Working within Health & Safety procedures and Risk Assessment guidelines at all times.

**Working Conditions**
- Working in a technical, production and office environment.
- Using computer equipment.

**Required Technical Skills**
- Strong documentation and writing skills
- Excellent written and verbal communication skills
- Proficient Windows and Windows Server OS user
- Working experience of supporting MS SQL Databases in an Application Management environment
- Understanding of networking and IIS
- The ability to manage workload whilst working on multiple projects and/or customer support tasks

**Beneficial Technical Skills**
- Experience in.NET C# development or another development language
- Ability to develop and test SQL scripts, Stored Procedures, Triggers, Functions.

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