UK Support Engineer – WORK REMOTE FOREVER

Company Description

Cireson is a company formed in 2011 and since then, Cireson has pursued one simple, powerful idea: to be the forward thinkers on all things Microsoft Service Management. We are looking for highly motivated (and fun!) people to join our awesome Custom Success team. We support our own products and work with our customers to uncover and resolve issues.

We are a Microsoft Gold partner in the IT Service and Asset Management industry. For over a decade Cireson has been the market leader in delivering powerful, Microsoft-Centric ITSM and ITAM products to hundreds of global customers for both on-prem and public cloud.

We have been a fully remote company since 2019 offering great flexibility to work how you want to work. Our philosophy is to build great solutions, provide our customers with the best service, give back to the community, and everything else will follow. Join us!

What you can expect from us:

A fast-paced, fun environment to work in.

A global team of seriously smart people.

Competitive pay and benefits.

Additional private medical healthcare assistance options.

Quiet Fridays.

Training and support to help you grow your career.

Gym reimbursement and other fun perks as we come up with them.

Fully Remote Company.

Pension scheme

28 Days of Annual Leave.

Job Description

As a Support Engineer at Cireson, you will be one of the first points of contact for all of our customers, delivering quality customer service and triaging requests from multiple communication channels. To be successful in this role, you will be expected to respond to all incoming tickets and update all open tickets on a daily basis. Here’s a brief description of what you would be doing day-to-day in this role:

Be responsible for delivering Tier 1 support for incoming queries for all the Cireson products and develop subject matter expertise in key products.

Accountability for ensuring Tier 1 support KPIs are met in order to ensure positive responses on CSAT (Customer Satisfaction Surveys) and NPS (Net Promoter Score) are achieved.

Interface with Cireson customers globally, via phone, email, and chat, to gather information and log, troubleshoot and provide technical guidance.

Occasionally work via screen-sharing sessions to assist with troubleshooting and resolving customer issues.

Track support issues, bugs, and feature requests, working with the higher tier support resources and developers as needed.

Create documentation/training media on our Knowledge Base with technical guides and tips.

Be active in our Cireson community, our online forum for questions and ideas.

Assist in testing new releases of the Cireson products.

Qualifications

The Support Engineer will ideally have 1-3 years documented experience in Microsoft Server Technology operated in on-prem or public cloud architectures.

The successful individual will also have the following:

Strong customer service skills, written and verbal communication skills, and customer empathy demonstrated by previous successful experience in this role.

A confident self-starter, team player, innovative problem solver. Able to manage multiple projects at once.

Working knowledge of Microsoft technology both on-prem and public cloud such as Windows Server, IIS, SQL Server, Active Directory, Azure, M365, PowerPlatform and PowerShell. Certification is preferred.

Knowledge of debugging concepts such as interpreting log files, configuring registry settings and application XML setting files, and analyzing the Windows event log.

Written and verbal English proficiency is a requirement. Knowledge of additional languages is a plus.

Located in the UK, working from home and providing support to European and North American customers.

The following skills would be strongly preferred but not required:

Knowledge of Microsoft’s System Center suite, in particular Service Manager.

Knowledge of deploying and configuring Microsoft Teams.

ITIL knowledge and certifications.

Understanding of application development technologies and languages including ASP.Net, .Net, XML, HTML, CSS, JavaScript, T-SQL, JSON, jQuery, Kendo UI. Development experience is not required.

Additional Information

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Cireson is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, severe/morbid obesity, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a management representative. The Company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

Cireson