Inventory Controller #16722
June 25, 2019
Technical Specialist #16765
July 3, 2019

Support Engineer

Job Type Contract
Job Number 16759
Job Location Grand Cayman
Date Posted June 26, 2019
Salary Competitive

Affinity Recruitment have been engaged by an island-leading organization to assist in their search for a Support Engineer to join their well established and rapidly expanding team.

The Support Engineer will be responsible for managing the escalated support queue for developed applications on a day to day basis and liaising with development teams for long term resolution.

Duties:

-Monitors and responds to support requests/issues escalated by the IT Service Desk from the user
base;
-Accountable for meeting core service related KPIs and metrics;
-Proactively identifies system enhancements that will maintain reliability and improve performance;
-Identifies priority support cases and communicates timelines to the business;
-Diagnose and resolve software defects and escalate issues when required;
-Reduce escalation of issues through documentation and knowledge handover to the IT Service Desk where possible;
-Creates knowledge-based articles documenting resolutions to problems;
-Ensure customer service levels and expectations are met;
-Works with the Engineering Teams to manage escalated tickets through to a successful resolution.

Requirements:

-Bachelor’s Degree in Information Technology, Computer Science, or equivalent;
-Technical mindset with strong knowledge of commonly used technologies and development methods. SQL and C# at a high level of competency;
-Experience using source/version control software. TFS or Azure DevOps desirable;
-Familiarity with web debugging software such as Fiddler, or Browser-based tools/addons;
-Strong analytical skills with the ability to identify issues, investigate and then resolve problems in a fast-paced environment;
-The ability to set priorities, meet deadlines and multi-task with minimal supervision while
maintaining organisation and preserving strict confidentiality of all information;
-Able to demonstrate exceptional customer service and interact in a professional manner with various functions and levels within the group;
-Knowledge of and experience working in professional services environments. Experience of law firm processes, policies and procedures, and legal IT product market knowledge strongly preferred;
-Knowledge of administration of SharePoint 2010/2013 and familiarity with ITIL or other service management principles would be an asset.

In return, our client are willing to offer a strong, full remuneration package commensurate with experience and qualifications.

To apply for this job email your CV/Resume to kal@affinity.ky

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