We are seeking a highly skilled and detail-oriented Support Engineer with a passion for delivering exceptional customer experiences and ensuring top-notch software quality. Skilled in diagnosing technical issues, providing expert troubleshooting, and rigorously testing applications to guarantee flawless performance. A critical thinker with a sharp eye for detail, ensuring that every bug is caught and resolved while keeping systems running smoothly for end-users. Ready to drive innovation through proactive support and thorough testing.
What you’ll do:
- Providing front-line primary technical support to end users on various technical issues and incidents relating to Impression.
- Service Desk management including
- logging and processing support tickets
- liaising with users and customer first line support to determine and investigate incidents
- Resolution of support incident tickets in a timely
- SLA and incident report management
- Performing first line technical investigation into incidents logged before the incident is passed onto the developer team for more in depth investigation.
- Service desk optimisation.
- Support process optimisation.
- Customer and Support reporting definition and management.
- Testing, regression testing and customer testing support for bug fixes, enhancements, customisations and new features.
- Training and support documentation management.
- Training sessions.
- Driving compliance.
- Planning and communicating scheduled maintenance upgrades
- Promote a culture of customer centricity.
- This role is critical to the success of the business as it is the primary touchpoint by which most end- users experience the business.
Your expertise:
- Jira Service Management experience
- Python, Java, .Net Core, Dynamo DB, Restful micro-services, C#, Vue.js, Xamarin Forms, HTML5/Javascript, Agile, scrum and Selenium
Qualifications:
- Bachelor's Degree in Computer Science or Information Systems (Preferable)
Competencies:
- Technical knowledge
- Business awareness
- Cultural awareness
- Service awareness, preferably IT Infrastructure library (ITIL)
- Investigation and diagnostic skills
- Support tool knowledge
- In-depth knowledge of hardware and software
- Ability to quickly establish good working relationships with clients
Personal attributes:
- Strong customer service ethos
- Strong communication skills and active listening
- Empathy with users
- Acceptance of ownership
- Patience and understanding
- Investigation diagnostic skills
- Ability to work well with people
- Excellent organisational skills
- Willingness to sometimes work unsociable hours
- Patience
- A logical mind
- Enthusiasm for continual learning
Other information applicable to the opportunity:
- Permanent Position
- Location: Remote
Why work for us?
Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies. 
You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains. 
Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft. 
By joining IOCO you will have an open invitation to developer inspiring forums. A place where you will be able to connect and learn from and with your peers by sharing ideas, experiences, practices, and solutions.
