2nd / 3rd Line Software Support Engineer

You're the type of person who thrives on taking care of things the right way the first time. A task comes in and you figure out how to get it done without having to ask a lot of questions. When you say "I'll take care of it" we know it'll be done well.

Their software supports the care of 15 million+ patients, handling 70 million transactions p.a. in the UK. They are a team based in their own Georgian building in central Bristol with classic views of the university. Their agile culture is very much developer / engineering focussed and high standards are expected because they that's what they would want should we become patients.

Role Definition
They are looking for an engineer to join their existing support team. The candidate will be responsible for fault diagnosis and resolution of the solution, reporting and tracking tickets, and keeping customers updated during the process. You will ensure a highly available, resilient and maintainable system at all times. Queries raised by a ticketing system, calls, emails and other means must be managed through to resolution to ensure maximum customer satisfaction

You may be required to travel to customer sites to resolve issues or undertake planned maintenance. The role includes out-of-hours and on-call work, and, rarely, customer facing work on weekends.

Typical activities
- Elements of 1st through to 3rd line support - first point of escalation for all technical support issues via telephone, email and remote control for the range of modules the solution provides
- Understand product modules / features as configured at a customer site
- Capture key information, assess and prioritise all helpdesk tickets
- Escalate technical issues to developer teams where necessary
- Reproduce errors locally or in the client's test environment
- Locate, view and analyse their application error logs
- Locate, view and analyse Windows error logs
- Set up Microsoft SSRS
- Use SQL to diagnose data problems
- Resolve and close problems and issues in line with customer SLAs, including training and configuration issues, ensure that customers are kept up to date at all times
- Deploy patch updates
- Upgrade an existing site
- Deploy a fresh installation
- Improve internal processes and tools

Person Specification
They are looking for a person with strong technical understanding as well as excellent communication skills with the ability to explain things in a clear and concise manner both verbally and in writing to their customers. The ability to communicate effectively with different audiences (developers, technical engineers, management) is essential. They expect excellent organization skills along with good time management, and the ability to cope well under pressure in a fast-paced environment.

Knowledge
A strong technical background and experience with most of:

- SQL Server administration
- SQL syntax
- Windows Server
- SSRS
- Powershell / Automation
- IIS / ASP.NET
- Debugging (web) applications
- C# (advantage, not a must)
- Virtualisation (VMWare)