Customer Service and Support

3 weeks ago

Brough, United Kingdom Global View Systems Limited Full time

**Job description**

At Global View Systems, our team is on a mission to develop world-class communication software solutions that deliver real value to our customers.

We are currently seeking an Application Support Engineer to join our team supporting our products, you will work across key market verticals from luxury superyachts through to healthcare and with global partners such as Motorola Solutions and Hytera Communications.

When you join Global View Systems, you will be part of something much bigger. Based out of our offices in East Yorkshire, we are a wholly-owned part of the Fairford Holdings family with an incredible portfolio of globally recognised, industry-leading companies.

You will benefit from a great starting salary, with a contributory pension scheme, twenty-five days leave plus a day off for your birthday, overnight and travel allowance, and our regular social events This is a great opportunity for personal development.

A full UK driving license and a valid passport will be required as domestic and international travel will be required to deliver systems and training.

You will also be taught to install and configure radio systems and software.

**Main Responsibilities**:

- Install and configure software solutions in clients’ physical and virtualised environments.
- Management of software updates and configuration changes, including service packs and Hot Fixes.
- Responsible for 2nd and 3rd line support functions as part of the Application Support team.
- Investigate, analyse and problem-solve Incidents raised via our Incident Management System, Zendesk and Jira.
- Liaise with QA Department, Development and Sales teams as well as Third Party subcontractors when required.
- Communicate with customers regularly over issues and problems that they encounter.
- Take ownership of customer-raised support tickets and be their named dedicated engineer ensuring that Incidents are managed and resolved within agreed Service Level Agreements.
- Provision of on-site support and installation to customers and 3rd party suppliers across the GVS Support Superyacht and Healthcare product base, within the UK and Europe.

**Requirements**:
This is a customer-facing role which requires good interpersonal skills, technical understanding, and the ability to work as part of a team but also demonstrates initiative when working alone calmly and methodically. This is together with the skills outlined below:
**Essential**:

- Interpret technical issues through the non-technical description provided by approved partners/customers.
- Possession of technical skills, knowledge, and ability to assist with fault resolution.
- Fault finding and rectification of Workstation and Server faults, including issues with Windows, MS SQL Databases and Replication, Firewalls, Port Forwarding, IP Addressing.
- Strong analytical and diagnostic skills.
- Ability to prioritise and execute tasks.
- Excellent time management
- Strong written and verbal communication skills both internally and externally and ability to communicate with other members of the team.

**Desirable**:

- Knowledge/experience of 3rd-line software support.
- Supporting external customers using remote software.
- Experience of monitoring software/server administration.

**Benefits**:

- Bonus scheme
- Private medical/dental insurance
- On-site parking
- International Travel Opportunities
- Company events & social hours
- Day Shift
- Monday to Friday
- Optional Overtime & On-call work
- Birthday Leave

**Salary**: £21,000.00-£25,000.00 per year

**Salary**: £7.83-£10.74 per hour

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Brough: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

Reference ID: S&S2

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