Senior Tier 3 Support Engineer Glasgow, Jobs, Scotland, Central Belt, 2986
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Senior Tier 3 Support Engineer - Glasgow - Central Belt

Senior Tier 3 Support Engineer - Glasgow - Central Belt

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Date Job Posted Thursday 18 Apr 2019
Reference 2986
Category 2nd/3rd Line Support
Salary £40,000 - £45,000
Employment Type Permanent


Be-IT are currently looking for a Senior Tier 3 Support Engineer for a large analytics company based in Glasgow.

The Senior Tier 3 Support Engineer will be a key contributor to the team who would be instrumental in troubleshooting of our existing web applications and being a point of contact for less senior members of the team. They will have a broad engineering competence as well as demonstrated experience successfully resolving complex customer issues in a dynamic environment.

  • Independently troubleshoot requests for assistance from Tier 2 support engineers and product managers as well as be a point of contact for escalated issues. Research solutions and resolve complex problems by analyzing product & systemic issues (Network, OS, database SQL Server) to identify root cause of problems and determine corrective actions.
  • Work as a liaison & drive communication internally between T2 Support, engineering & product management to resolve customer issues to ensure customer satisfaction.
  • Provide recommendation, feedback on design change / feature for product supportability to ensure that product meets customer requirements and document the same.
  • Prepare & maintain knowledge base articles for known issues & work around.
  • Willingness to “go the extra mile” to get the job done within SLAs and customer commitments, provide mentoring and training for new employees and work cross functionally as a team member.
  • Proactive in identifying critical point of failure, raising flags & escalating issues that are of urgent nature.
  • Detail-oriented and highly organized, ability to juggle multiple priorities and parallel projects simultaneously.
  • Develop the skills to become a subject matter expert (SME) in a given field or part of the product.
  • On call duty to provide out of hours support on a rota basis
  • Occasionally visit customer sites.

Tasks

  • Ensure approach is tailored according to changes in environment and needs of stakeholders.  Identify related components and check for completeness of solutions, using prior experience and recognised techniques.
  • Resolve complex and new problems by processing alternatives and balancing pros and cons.
  • Ensure communication style is adjusted to meet the needs of the audience, simplifying complexities and using examples to assist understanding.
  • Ensure steps are taken to promote open communication through appropriate verbal and non-verbal channels.
  • Empathises with customer situations and responds with flexibility.
  • Identifies opportunities to provide new solutions to meet customer needs.
  • Draws effective boundaries in order to ensure that priorities are met.
  • Prioritises work effectively.
  • Breaks large tasks into smaller ones and sets milestones, identifies and plans for dependencies.
  • Systematises routine work to ensure time can be spent on critical activities.
  • Helps others achieve goals by removing obstacles and escalating issues as necessary.
  • Participate in team meetings.
  • Participate in internal departmental activities
  • Participate in external departmental activities - University / industry engagements.
  • Be an evangelist for departmental and team initiatives.
  • Develop an understanding of how the department is run
  • Identify, monitor and resolve project related issues.

Technical

  • Understanding of RDBMS
  • Experience of version control systems e.g. Subversion, CVS, Git.
  • Experience of an IDE e.g. Eclipse, IntelliJ IDEA.
  • Experience of root cause analysis.
  • Understanding of development lifecycle
  • Understanding of Java, J2EE, Weblogic or JMS.
  • Understanding of web markup, including XML, HTML, JavaScript
  • Experience with database management and scripting eg. MSSQL, MySQL
  • Solid support background with understanding of helpdesk support and prioritisation of issues.
  • Working experience / knowledge of applets would be greatWorking experience / knowledge in EXT-JS preferred
  • Understanding of cross-browser compatibility concerns.

Please apply online for immediate consideration.

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