Lead Technical Engineer - Remote

Overview

Our team of Technical Engineers provide our global client base with technical support 24x7x365 across various products within the Kalibrate group.

In Short

• Providing Application support for various products across the Kalibrate Group.
• Acting as the primary point of contact for clients for technical support related issues.
• Utilising internal ITSM tool to manage new and existing tickets.
• Working in accordance with SLA targets.
• Escalating unresolved issues to Infrastructure/Development.
• Ensuring that clients are transitioned into support after upgrade/onboarding.
• Maintaining high levels of client satisfaction.
• Acting as a technical escalation point for junior engineers.
• Delivering technical training to junior Technical Engineers.
• Producing root cause analysis for Severity 1 issues.

Requirements

• Strong SQL skills, with experience in SQL language.
• Strong Windows server knowledge.
• Experience in a client-facing role in a 24/7 operation.
• Understanding of the ITIL framework.
• High quality communication skills.
• Desire to work daytime shift patterns including Public Holidays.

Benefits

• Opportunity to work with a diverse and valued team.
• Chance to learn new products and technologies.
• Engagement in technical investigations for high-severity issues.
• Development of leadership skills.
• Opportunity to contribute to high standards of client support.