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Apprentice ICT Specialist

2 months ago

Wokingham, Wokingham, United Kingdom Loftware Full time
Technical Support Engineer

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

Job Summary

The primary responsibility of a Technical Support Engineer is to ensure that Loftware customers receive the highest level of technical support possible and assist in resolving complex incidents.

Key Responsibilities
  • Analyze customer issues with deep understanding of all logs and data being gathered
  • Diagnose and quickly resolve customer and product issues
  • Handle escalations requiring attention beyond the scope of the Technical Support Team
  • Provide insight into customer issues utilizing remote working sessions and recordings
  • Review production performance and provide analysis and reaction plans for errors/failures
  • Analyze infrastructure issues and communicate those issues to Operations and Development teams
  • Collaborate with product management and other internal teams regarding resolution of issues requiring hot fixes or patches
Requirements
  • Analytically minded
  • Displays curiosity and inquisitiveness in solving complex problems
  • Understand how REST API's work
  • Experienced with logs analysis and able to triage issues to the right person for solutions
  • Experienced with how mobile and web apps communicate with the server
  • Basic knowledge of C++ and Java
  • Basic knowledge of HTTP protocols
  • Basic knowledge of how web browsers work
  • Familiarity with database architecture, schemas, running queries and traces
  • Operating systems (server/workstation), OS logging, OS configuration tools, drivers and windows applications
  • Basic knowledge of webservices and related XML, SOAP, TCP/IP, HTTP, HTML
  • Moderate skill level reading an interpreting logs including Log4J and Log4J2
  • Bachelors or master's degree in a technical discipline (work experience may be considered)
  • 3-5 years' experience supporting customers directly in a technical environment
Soft Skills
  • Analyze complex technical challenges
  • Deliver results and meeting SLA and Customer Success Goals
  • Achieve personal work goals and objectives
  • Participate in the achievement of Company and departmental goals and achievements
Why Choose Loftware?

Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.

We win with inclusion

At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status.

We make the Supply Chain work

At Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain and our solutions are used to print over 51 billion labels every year.