About this role
Role Overview
- Respond to internal support tickets, provide troubleshooting advice and apply standard resolution tactics, conducting deep investigations where required
- You will be responsible for determining business impact and triaging unresolvable tickets to an appropriate engineering team, while maintaining stakeholder expectations on resolution times.
- Report on key support metrics including Mean Time To Resolve and Frequency of Occurrence
- Develop standard documentation and support runbooks. Improve ticket management processes
Requirements
- 3+ years of experience in relevant support roles with proven technical problem-solving skills
- Able to work as an individual and as part of a team
- Experience working with Engineering teams
- Excellent verbal and written communicator
- Able to document work items including problem descriptions and requirements
- Able to explain highly technical information to a non-technical audience
Benefits
- Flexible working
- Volunteer leave
- Study leave
- Monthly social events
- Office snacks
- Company Townhalls
- D&I initiatives and events