Level 2 Support Engineer

Nottingham /
Product – Support /
Permanent
/ Hybrid
A very successful company needs a fantastic customer support team. You are the knowledge centre when things go wrong, you offer a re-assurance at times of need and you instil confidence when issues arise.
 
We are looking for a Level 2 Support Engineer to join the extremely talented and passionate team, who are there to play a key part in the process when issues need escalating.
 
Hybrid - Nottingham 

#TechnicalSupport #Level2 #LI-NOTTINGHAM

Does this sound like you?

    • Are you currently in a Level 1 or 1st line role and feel you are ready to go to the next level?
    • Are you in a Level 2 role and would like to join a company who will invest in your future progression
    • Do you have problem solving skills and enjoy helping customers resolve issues?

The Role & 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.)
    • 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
    • Work with the wider Support teams to deliver an excellent customer experience

Knowledge & Experience

    • Previous experience working in a support environment
    • Knowledge of Microsoft Windows and the differences between operating systems
    • An understanding of relational database management systems (e.g. SQL Server)
    • An understanding of network architecture
    • Excellent technical authoring skills
    • Problem-solving skills with the ability to explain complex technical solutions in non-technical terms
    • Excellent verbal and written communication skills
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, Free 200degree coffee shop and many more!
 
Who are Ideagen?
If you have ever flown in a plane, been in hospital, or even given blood, there is a good chance we've helped keep you safe. For nearly a quarter of a century, we have been providing software solutions to thousands of customers such as the UK NHS, Virgin, PwC, Emirates, Heineken and even Harvard University. We are not a large faceless corporation, but we are not a fly-by-night dot com company either. With more than 1150 employees in multiple locations across the UK, USA, Dubai, Malaysia, and Bulgaria – not including our global Partner Network – we're one of the most exciting and fastest growing software companies in the world.