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L2/3 Systems Engineer

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Atria Full time
About Atria

Atria is a leading international software development company that specializes in developing, selling, and supporting the Atria platform. Our platform is used by IT providers, telecommunications companies, systems integrators, and enterprises to automate IT processes and improve business efficiency.

Atria integrates with various IT systems and technologies, including Microsoft 365, Active Directory, Citrix, and RDS. Our platform empowers service desks to handle more tickets without escalation or administrative rights, and enables customers to achieve more without logging tickets.

We aim to alleviate the burden on skilled engineering resources, improve support response times, reduce business risk, enhance quality, and ensure accurate billing.

Role Description

We are seeking a confident and capable L2/3 Systems Engineer to join our team in a customer-facing role. This will be a varied and interesting role, focused on helping a subset of our customers achieve more with Atria.

We value candidates who are outgoing, enjoy working with people, and are comfortable communicating over the phone. The ideal candidate will have a good level of experience and skills with Microsoft Windows Server and associated systems, as well as a strong background in IT support.

The successful candidate will have a solid understanding of networking and security concepts, as well as a keen interest in IT automation and scripting. They will be a problem solver, able to apply themselves to solve technical problems, and possess excellent customer service skills.

The day-to-day tasks will include working closely with a set of key Atria customers, providing hands-on support when needed, and identifying opportunities for Atria to help them achieve higher levels of automation. The candidate will also be responsible for building relationships with engineering staff within our customers, troubleshooting technical issues with Atria and integrated platforms, and working closely with a distributed team to ensure customer satisfaction.

This is a hybrid role, with regular face-to-face meetings in a shared working space. Our customers are predominantly based in Europe and North America, and our headquarters are in New Zealand, offering opportunities for travel as part of this role.

Requirements
  • Troubleshooting, technical support, and customer support skills
  • Experience with operating systems
  • Strong customer service skills
  • Excellent problem-solving and communication skills
  • Ability to work independently and as part of a team