Technical Support Engineer

Enso Recruitment are delighted to be once again partnered with one of Northern Ireland’s most successful artificial intelligence based businesses who are currently going through a period of rapid growth, to recruit for the role of Technical Support Engineer.

As Technical Support Engineer, you will be an integral part of both the customer and development teams, working collaboratively in an agile environment to provide first class customer support. You will be the connection between the internal teams and their valued customers, providing insight, technical knowledge, and communication in a professional manner.

The Role

Create/identify Support SLAs

Identify Support requirements relating to defined SLAs.

Become familiar with the operations and deployments of the products.

Plan and execute on Issue and Support priorities.

Handle customer Incidents as per the defined processes.

Design, build, source systems, tools, and processes to meet Support needs.

Outline and define Support requirements for Delivery and Operations

Work with agile development processes and take ownership for aspects of Support requirements by putting appropriate methods and tools in place.

Troubleshoot configuration, environmental and software issues and help identify solutions to restore customer service.

Work with our support tools in helping triage and address issues raised

Advocate for additional tooling or processes with a view to optimisation and improvement.

The Skills

Degree level education in a relevant discipline or equivalent experience

3 years’ experience in a support or development environment involving significant DevOps and/or Support responsibilities

Experienced in at least one of the main cloud technologies – AWS, Azure, RedHat, GCP, IBM Cloud

Experience of building and implementing CI/CD pipelines

Strong working knowledge of Linux

Experience using Jira Service Management (JSM) to manage incidents, requests, and change processes

Previous experience of Support tools and Service Desks

An understanding or experience of high availability, business continuity and disaster recovery solutions in the cloud

The Package

34 Holidays

Company Pension Scheme – 5% matched.

Share Scheme

Private Medical Insurance

Flexible & Remote Working

Free Car Parking

To find out more about this opportunity, send through your CV to Enso Recruitment by clicking on the Apply Button.