|Job Location||Grand Cayman|
|Date Posted||June 26, 2019|
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.
-Monitors and responds to support requests/issues escalated by the IT Service Desk from the user
-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.
-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 firstname.lastname@example.org