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Support Engineer

Closing Date

Fri, 16 Nov 2018

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By clicking ‘Apply Now’ you are giving consent for your data to be processed and stored in line with the General Data Protection Regulation and the Company’s Candidate Privacy Notice. You can withdraw consent at any time.

Location

East Kilbride, Glasgow

Salary

£21,000 per annum, plus shift allowance and company benefits

As a supplier of compliance management solutions with over 4000 customers using our products across the world, 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. The last financial year saw us reach 62% growth and with a strategic plan for the future that involves growth through expansion and acquisition there has never been a more exciting time to join the Ideagen Team!

We are now looking to grow our highly established support function, to ensure we can provide a high-class customer service around the clock. Due to this expansion, we are recruiting for a number of Support Engineers to join our office in East Kilbride. In this role, you will deliver product related functional and technical support, ensuring the needs of our customers are not only met, but exceeded!

You will be also given full training on our entire 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
  • Actively work with the wider support team to ensure all customer queries are resolved within a timely manner
  • Helping our customers achieve their goals by using our solutions to their full potential
  • Providing 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
  • Taking ownership over issues, proactive tasks and projects and see them through to completion
  • Resolve cases using knowledge gained through product training, support documentation and personal knowledge
  • Working closely with our design, development and test teams (further expanding your skillset) for support issues, project work and proactive assignment

 Working Hours:

  •  After completion of training you will work over a 24/7 shift pattern, involving 4 scheduled working days and 3 days off per week
  • Shifts are scheduled in blocks and will generally alternate on different working patterns each week

 To be considered for this position, you must have:

Essential:

  • Previous work experience within a technical customer support environment
  • A passionate and enthusiastic approach to helping customers and delivering technical support
  • Flexibility to work across the shift patterns as stated above
  • Knowledge of Microsoft Windows and the differences between operating systems
  • An understanding of computer networks
  • Excellent verbal and written communication skills
  • Strong problem-solving skills with the ability to explain complex technical solutions in ‘layman’s terms’
  • 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

Desirable:

  •  An IT related degree; or equivalent
  • Experience troubleshooting network connectivity issues
  • An understanding of relational database management systems (e.g. SQL Server)
  • A basic understanding of network architecture
  • Installation, configuration and use of Apple iPad apps

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; Shift allowance, 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!

By clicking ‘Apply Now’ you are giving consent for your data to be processed and stored in line with the General Data Protection Regulation and the Company’s Candidate Privacy Notice. You can withdraw consent at any time.

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