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Application Support Engineer

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Overview of Role

Posted on: 2019-11-11

The Fenergo Customer Support Team is responsible for working with our client's IT teams to help , guide and provide support for complex production issues with the Fenergo application.

Job Description:

  • Work with Fenergo Clients IT teams to resolve production issues
  • Accurately document customer issues, understand customer systems and configuration, identify problems and recommend solutions.
  • Troubleshoot technically complex issues and drive them through to resolution
  • Identify and reproduce customer reported software defects and work with our internal development teams to resolve them
  • Contribute to the creation of a Knowledge Base by creating and reviewing content.
  • Communicate with Customers via phone and email to keep them updated on the progress and status of their tickets
  • Become a recognised subject matter expert in Fenergo products
  • Participate in on-call duties rotation for out of hours Support
  • May be required to travel occasionally (15%)

Requirements

Technical Skills:

  • Good understanding of Windows and Linux Operating Systems Administration
  • Strong knowledge of TCP/IP, DNS, HTTP, Active Directory, IIS and other web and network technologies.
  • Good understanding of SQL and ability to write basic SQL queries to troubleshoot and correct data issues.
  • Knowledge of programming or scripting languages is an advantage
  • Experience working in a Technical Support environment
  • Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
  • Demonstrate Customer focus and empathy
  • Strong analytical, problem solving and troubleshooting skills
  • High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs
  • Ability to maintain self-control and objectivity while defusing stressful customer situations.

Required:

  • Experience working in a Technical Support environment
  • Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
  • Demonstrate Customer focus and empathy
  • Strong analytical, problem solving and troubleshooting skills
  • High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLA's
  • Ability to maintain self-control and objectivity while defusing stressful customer situations

Benefits

  • Opportunity to work with clients and colleagues on a global scale
  • Buddy system for all new starters
  • Collaborative working environment
  • Extensive training programmes, classroom and online, through 'Fenergo University'
  • Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
  • Defined training and role tracking to allow you see and assess your own career development and progress
  • Active sports and social club
  • Competitive company benefit
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