Support Engineer

• Clients are at the heart of what we do so we have created a new position within the Support team.
• This position will be responsible for acknowledging support cases raised by our clients, responding in a timely, professional manner and will own the case through its life cycle, troubleshooting and resolving issues where possible.
• You will work with other members of Support and the wider organisation to ensure timely responses and resolutions to tickets raised.
• The role will involve working outside of normal business hours and weekend on exception.
• Owning tickets through to resolution, ensuring escalations are addressed and defects resolved.
• Managing client expectations while working to contractual SLAs and prioritising issues accordingly.
• Assist in developing and maintaining internal and external knowledgebase articles.

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