Level 2 Support Engineer

Closing Date
Sun, 16 Feb 2020

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By clicking ‘View and Apply’, you will be taken to our 3rd party service, from which you will be able to register and apply for the role.

Location

East Kilbride

Salary

Up to £25,000 Dependent on experience

Due to Ideagen’ s rapid expansion, we are recruiting for Level 2 Support Engineer to join our office in East Kilbride. Through this role, you will deliver product related functional and technical support, ensuring the needs of our customers are not only met, but exceeded. In doing so, you will be a subject matter expect for escalated support issues, within your area of expertise and be the “go-to person” for escalated queries from our Level 1 team. 
 
You will be also given full training on our product suite, so if you are customer focused and have a passion for technology, then we want to hear from you! 
 
Key responsibilities: 
  • Provide first-class Support to our customers either via telephone or e-mail queries
  • Be the escalation point and take responsibility for escalated queries, from the Level 1 Support team
  • Help customers achieve their goals by using our solutions to their full potential
  • Provide in-depth technical support for technologies related to our products (SQL, .Net, IIS etc.)
  • Engage with customers via our Customer Portal and social media platforms
  • Produce collateral for use on our websites, such as self-help articles, help videos and blog posts
  • Take ownership of an escalated issue and manage the conversation and progress
  • Identify cases that need to be escalated to the Level 3 Support team, ensuring a clear and complete handover is completed
  • Develop and maintain a technical understanding of our products within your area of expertise
  • Liaise with customers to actively understand the scope of issues and seek resolution where possible
  • Communicate technical solutions to non-technically minded customers
  • Work with the wider Support teams to deliver an excellent customer experience
  • Ensure clear communication at all times with customers, including progress updates on outstanding issues
  • Support the wider Support team as and when required
  • Work closely with the Design, Development and Test teams to ensure cases are resolved effectively
  • Resolve cases using knowledge gained through product training, support documentation and personal knowledge
  • Mentor Support Engineers at Level 1 to ensure that knowledge and experience is shared 
 
To be considered for this role, you must have: 
  • Demonstrable previous experience working in a Support environment
  • Knowledge of Microsoft Windows and the differences between operating systems
  • An understanding of computer networks
  • Excellent technical authoring skills
  • A passionate and enthusiastic approach to helping customers and delivering technical support
  • Excellent organisational skills and can manage your own workload, where priorities may change through the day
  • Problem-solving skills with the ability to explain complex technical solutions in ‘layman’s terms’ 
  • Excellent verbal and written communication skills
  • An understanding of relational database management systems (e.g. SQL Server)
  • An understanding of network architecture  
 
Who are Ideagen? 
 
As a supplier of compliance management and productivity solutions with over 4,700 customers across the world using our products, it would be easy to label Ideagen Plc as a software company, but with offices across the UK, USA, Bulgaria, Malaysia and Dubai we are so much more than that. We are a company that continually works with its customers to maximise what can be achieved with effective management of their compliance system – a remit much wider than a set of products.
 
What's in it for you?
 
While we take our work and deliverables seriously, we have a relaxed working environment and we want our people to be rewarded for their hard work. We offer benefits such as; 34 days’ holidays (inclusive of bank holidays), Enhanced Maternity and Paternity Pay, Contributory Pension Scheme, Free On-site Parking, Private Medical Insurance and many more! 

View and Apply

By clicking ‘View and Apply’, you will be taken to our 3rd party service, from which you will be able to register and apply for the role.

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