Technical Solutions Specialist

Job Overview

As a Systems Engineer at Synectics, you will play a pivotal role in delivering bespoke solutions that meet the unique needs of our customers. With a focus on technical expertise and exceptional customer service, you will be responsible for translating customer requirements into tailored products that exceed their expectations.

Key Responsibilities

• Provide onsite software support, system deployment, audits, training, maintenance, and technical support to Synectics software solutions on customer premises.
• Configure Synergy systems to meet customers' defined specifications.
• Manage installation and commissioning of large-scale projects, adopting a collaborative approach and liaising with key personnel as to the specification and delivery requirements.
• Develop and maintain an extensive working knowledge of Synectics solutions.
• Identify complex technical problems and introduce solutions to solve them, being innovative and dynamic in your approach.
• Provide onsite and offsite professional services to Synectics customers and act as the main point of contact between Synectics, its customers, and partners.
• Support the pre-sales team in defining product and functional requirements based on customer feedback and help to articulate new product development work specific to the customer requirements.
• Provide technical expertise to Pre-sales and Sales colleagues for sales quotes and proposals.
• Work closely with the project manager, systems integrators, and Head of Systems Engineering to achieve deliverables across the sale and integration cycle.
• Be a key player in kick-off meetings, establishing timescales and allocation of resources.
• Resolve problems in compliance with established processes.
• Ensure timely escalation of critical customer issues through the proper channels.
• Ensure timely resolution of customer issues.
• Provide an open forum for questions regarding strategic plans, best practices, and ad-hoc consulting for software implementation, integration, training, and change requests.
• Deliver accurate, high-quality system handover documentation to project stakeholders.
• Ensure the proper recording of issues encountered in the field in the Synectics ticket system and CRM tool.
• Remain a continued source of contact for customers with whom you work, being someone who they can approach for the evolution of their service and/or support requirements.

Requirements

• Excellent communication skills; written, verbal, and listening.
• Takes responsibility and accountability for the customer experience; someone who cares about getting it right and leaving a lasting impression.
• An analytical thinker with strong problem-solving skills; a 'go-getter with intellectual curiosity.'
• Strong sense of urgency and desire to constantly learn and evolve in line with the software and our customers.
• An entrepreneurial mindset.
• Self-motivated and driven.
• Loves to win a challenge.
• Well-organised with the ability to prioritise workload.
• An open and honest team player.
• Has the ability to exercise discretion and independent judgement.
• Ability to uphold organisational values and ethics in all that they do.

Qualifications and Experience

• Relevant technical surveillance experience.
• Experience of providing technical solutions for enterprise customers.
• Excellent administration and troubleshooting knowledge of the various Windows operating system components (Active Directory, file sharing, clustering, GPO, performance monitoring, etc.).
• Excellent knowledge of networking principles and IP protocols.
• Experience with networking equipment configuration and troubleshooting (switches, routers, etc.).
• Experience with Cloud technologies.
• Experience working with IP video systems.
• Understanding of server virtualization concepts.
• Understanding of video streaming methodologies.
• Experience working with SQL databases.
• Clear understanding of TCP, IP, and UDP protocol stack.
• Understanding of network storage (SAN, NAS, iSCSI) principles and best practices.
• Proven technical training in software and/or IT verticals in fast-paced environments.
• Must hold a full driver's license.

Eligibility for Employment in the UK

In accordance with current legislative requirements within the UK, any successful applicant must produce verification of their eligibility to live and work in the UK. Such verification should be taken in advance of the employment start date and the applicant will be unable to start in their role until this has been received by Synectics.

Our Commitment to Equality and Diversity

Synectics plc and its subsidiaries are committed to promoting equal opportunities in employment and in our employment policies for recruitment, selection, training, development, and promotion. Such policies are in place to ensure that both job applicants and employees of Synectics receive equal treatment regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.