Customer Care Engineer (Support, SQL, Network)
- Recruiter
- Aspect Software
- Location
- Greater London
- Salary
- Competitive
- Posted
- 20 Mar 2015
- Closes
- 17 Apr 2015
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Customer Care Engineer (Support, SQL, Network)
Middlesex, London | Competitive
Key Skills: SQL Server, Networking, Java, VMware, Linux, Windows, Telephony
Overview:
Aspect makes it easy for you to engage with your customers. We help companies deliver remarkable customer experiences across every conversation and every channel - voice, email, text, social, web - through a single, elegant software platform. Whether delivered on premise, hosted, or in the cloud, this platform brings all the conversations together in one place, ensuring a consistent omni-channel customer experience each and every time. We are a global leader in providing unified interaction management, workforce optimization, and back-office solutions, seamlessly orchestrating people, processes and touch points for today's top brands. For more information, visit us at
Job Description - Customer Care Engineer (Support, SQL, Network):
GENERAL SCOPE & SUMMARY
The main Aspect product is an in-house developed call center solution comprised of server and client applications, webservers and multiple databases spread over a number of virtual or physical hosts. These machines will be located in customer datacentres and troubleshooting is remote over RDP/VPN.
You will provide first point of contact to Aspects customers, establishing the severity of issues, logging accurate problem descriptions and progressing to a satisfactory resolution within Aspects service level agreements.
The ability to learn new technologies quickly is the most important requirement as this is a fast paced support environment. Candidates with a passion for troubleshooting an issue all the way to resolution will find this job very rewarding.
PRIMARY ROLE & RESPONSIBILITIES - Customer Care Engineer (Support, SQL, Network)
- Provide front line support to Aspect customers in Europe and Africa via the phone, email or with remote access technologies where appropriate.
- Accurately log, document and progress customers issues to resolution, maintaining case ownership at all times.
- Work to established SLAs whilst providing regular feedback to customers.
- Work closely with the advanced team / engineering for escalated issues.
- Providing root cause analysis as required for the customers issues.
Qualifications - Customer Care Engineer (Support, SQL, Network):
SPECIALIZED KNOWLEDGE & SKILLS
Aspect is looking for general IT skills rather than specific product knowledge. Aspect understands that candidates will not have experience of all the key technologies but exposure to any of the following will give you a good head start:
- SQL Server - Versions from 2005 onwards
- Windows Server and Client - All versions
- Web Servers - IIS, Apache
- Networking - TCP stack, HTTP, SOAP, Wireshark, NetMon, ODBC, XML
- Java - Web services, Garbage Collection, performance monitoring
- VMWare or Hyper-v - Machine installation, monitoring or management
- Windows Performance Monitoring
- Linux (any distro)
- Telephony - VOIP, SIP, E1
- TextPad or NotePad++ type applications for logfile analysis
- Scripting - VB, Perl, PowerShell, command line
You will be exposed to all of the above technologies in this role so this is an excellent chance to broaden your IT knowledge.
JOB REQUIREMENTS - Customer Care Engineer (Support, SQL, Network)
- 2-4 years relevant work experience supporting customers in a technical environment preferred OR commensurate college-level coursework, or a combination of both
- Experience of call logging software preferably Sales Force.
- Fluency in English and German is required.
- Shift flexibility including weekends.
To apply for the Customer Care Engineer (Support, SQL, Network) role, please click the 'Apply now' button.
(Keywords: Customer Service, Customer Care, Engineer, Front Line Support, Support, IT Support, Customer Support, SQL, SQL Server, Windows Server, Networking, Network, Networks, IT Networks, IT Network, HTTP, XML, Java, VMware, Windows, Linux, Telephony, Scripting, Perl, Support, IT Support)
Middlesex, London | Competitive
Key Skills: SQL Server, Networking, Java, VMware, Linux, Windows, Telephony
Overview:
Aspect makes it easy for you to engage with your customers. We help companies deliver remarkable customer experiences across every conversation and every channel - voice, email, text, social, web - through a single, elegant software platform. Whether delivered on premise, hosted, or in the cloud, this platform brings all the conversations together in one place, ensuring a consistent omni-channel customer experience each and every time. We are a global leader in providing unified interaction management, workforce optimization, and back-office solutions, seamlessly orchestrating people, processes and touch points for today's top brands. For more information, visit us at
Job Description - Customer Care Engineer (Support, SQL, Network):
GENERAL SCOPE & SUMMARY
The main Aspect product is an in-house developed call center solution comprised of server and client applications, webservers and multiple databases spread over a number of virtual or physical hosts. These machines will be located in customer datacentres and troubleshooting is remote over RDP/VPN.
You will provide first point of contact to Aspects customers, establishing the severity of issues, logging accurate problem descriptions and progressing to a satisfactory resolution within Aspects service level agreements.
The ability to learn new technologies quickly is the most important requirement as this is a fast paced support environment. Candidates with a passion for troubleshooting an issue all the way to resolution will find this job very rewarding.
PRIMARY ROLE & RESPONSIBILITIES - Customer Care Engineer (Support, SQL, Network)
- Provide front line support to Aspect customers in Europe and Africa via the phone, email or with remote access technologies where appropriate.
- Accurately log, document and progress customers issues to resolution, maintaining case ownership at all times.
- Work to established SLAs whilst providing regular feedback to customers.
- Work closely with the advanced team / engineering for escalated issues.
- Providing root cause analysis as required for the customers issues.
Qualifications - Customer Care Engineer (Support, SQL, Network):
SPECIALIZED KNOWLEDGE & SKILLS
Aspect is looking for general IT skills rather than specific product knowledge. Aspect understands that candidates will not have experience of all the key technologies but exposure to any of the following will give you a good head start:
- SQL Server - Versions from 2005 onwards
- Windows Server and Client - All versions
- Web Servers - IIS, Apache
- Networking - TCP stack, HTTP, SOAP, Wireshark, NetMon, ODBC, XML
- Java - Web services, Garbage Collection, performance monitoring
- VMWare or Hyper-v - Machine installation, monitoring or management
- Windows Performance Monitoring
- Linux (any distro)
- Telephony - VOIP, SIP, E1
- TextPad or NotePad++ type applications for logfile analysis
- Scripting - VB, Perl, PowerShell, command line
You will be exposed to all of the above technologies in this role so this is an excellent chance to broaden your IT knowledge.
JOB REQUIREMENTS - Customer Care Engineer (Support, SQL, Network)
- 2-4 years relevant work experience supporting customers in a technical environment preferred OR commensurate college-level coursework, or a combination of both
- Experience of call logging software preferably Sales Force.
- Fluency in English and German is required.
- Shift flexibility including weekends.
To apply for the Customer Care Engineer (Support, SQL, Network) role, please click the 'Apply now' button.
(Keywords: Customer Service, Customer Care, Engineer, Front Line Support, Support, IT Support, Customer Support, SQL, SQL Server, Windows Server, Networking, Network, Networks, IT Networks, IT Network, HTTP, XML, Java, VMware, Windows, Linux, Telephony, Scripting, Perl, Support, IT Support)