Technical Support Specialist

Ideal Match:

You have strong interpersonal skills, happy to engage in cross-team work between customer technical support and engineering. Your SQL scripts seek and destroy all kinds of issues. You are excited by the idea of working directly with our engineering team to develop features and functionality for our product. You are organized, have great attention to detail and naturally want to help customers. You have a strong desire to investigate issues until you find the solution. You have an easy-going attitude and sense of humour (we get it done and have fun).

The Technical Support Specialist is responsible for providing second tier technical support for application issues and resolving operational and user-issues for Symphony Talent clients. The Technical Support Specialist will work closely with the Symphony Talent Customer Care team, including but not limited to deeper levels of troubleshooting, backend data requests via SQL Server Management Studio, configuration audits, error logging/stack trace analysis, application service performance analysis.

The right candidate will have strong software experience and passion in a customer-facing environment and thrives in troubleshooting and solving operational and technical inquiries. Skilled in troubleshooting, critically analysing, and resolving complex technical issues by way of creative problem solving and someone who is self-motivated and eager to learn is a must.

This role will require shift work to support customers across our US and EMEA region. The shift hours for this role is 10:00am to 7:00pm gmt.

Requirements

Essential Criteria:

• Minimum of 2 years experience in a technical support role, ideally in a triage role on a support team.
• Must be able to demonstrate familiarity with API, .Net web technologies, SQL Server, HTML/CSS, XML, Web services and Windows Services
• From your career to date be able to demonstrate familiarity with email, FTP and HTTP technologies.
• Ability to establish, maintain, and adhere to Symphony Talent technical standards, policies and procedures.

Desired Criteria:

• Excellent communication skills
• Experience working with ticketing systems such as FreshDesk, ZenDesk and/or Jira Service desk would be advantageous.
• Ideally, a holds a minimum NVQ or similar diploma in Computer Science or related discipline
• Experience working with a large AD environment
• Understanding of Agile software development model
• Familiarity with Microsoft development tools such as Visual Studio, Visual Studio Online, TFS (Team Foundation Server)
• Proficiency in standard operating systems such as Windows 7 or newer, and Mac OS
• Proficiency in GSuite, MS suite (Word, Excel, Outlook, OneDrive etc), SQL Server Management Studio, MySQL Database Service or equivalent
• Familiarity with Google Analytics administration

Additional Benefits

• 25 days holiday, increasing by one additional day for each completed year.
• Competitive compensation
• Great benefits package, including Pension and Private Healthcare
• Learning & Growth programs
• Open, collaborative culture

As with most businesses, we’ve adapted during the pandemic to keep our team safe. Today we’re working remotely but who knows what tomorrow will bring! Most likely we’ll see a blended approach where there will be a mix of home and office working – the buzz of being together and being based in the Cathedral Quarter makes this a perfect combination!