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Technical Support Engineer

2 months ago

Par, Cornwall, United Kingdom Unity Communications Full time
About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Unity Communications. As a Technical Support Engineer, you will play a critical role in helping medical professionals resolve software issues, ensuring they can develop lifesaving treatments in a secure, efficient, and compliant environment.

Key Responsibilities
  • Provide timely and effective technical support to clients, resolving software issues and ensuring minimal downtime.
  • Diagnose and troubleshoot complex technical issues, including portal transport and network problems.
  • Manage multiple client cases simultaneously, providing regular progress updates and ensuring excellent customer service.
  • Enter client-related information into the contact tracking database, accurately documenting software defects and client-requested product enhancements.
  • Assist with the build of Linux-based servers for deployment at client sites, ensuring seamless integration and minimal disruption.
  • Help customers install, configure, and use the AG Mednet network and peripheral systems, providing expert guidance and support.
Requirements
  • A degree in a technical discipline or equivalent experience.
  • At least 12 years of prior experience working in a service and/or technical support environment, with a strong background in Linux server support (Red Hat or CentOS Linux is a plus).
  • Experience with Windows and OS X operating systems, as well as MySQL or PostgreSQL.
  • Broad understanding of LAN and WAN technologies, with expertise in shell scripting (BASH, Python).
  • Well-developed troubleshooting skills, with the ability to think creatively and resolve complex technical issues.
  • Excellent customer service skills, with the ability to handle and diffuse difficult situations.
  • Ability to respond to clients with a high degree of professionalism and accuracy, with excellent verbal and written communication skills.
  • Ability to multitask and work under dynamic conditions and constraints with minimal supervision.
  • Experience with ticketing systems (e.g. Salesforce, Desk, Jira, Confluence) is a plus, as is exposure to AWS and application servers.
What We Offer
  • HMO coverage with two free dependents upon regularization.
  • VL/SL credits upon regularization.
  • A friendly and supportive work culture.
  • 13th-month pay and other Philippine government-mandated benefits.
  • Nontaxable allowances.
  • Pay increases, performance bonuses, birthday gifts, and many more.
Why Join Unity Communications

We are a Certified Great Place To Work that values inclusion and diversity, spreading kindness and positivity. Our senior management listens to what you are and aren't saying, and our managers and team leads are approachable and genuinely connect with you. According to 99% of our current and previous employees, we are a company whose executive management is highly approved of, and 100% recommend us to their friends.