Product Support Services Engineer

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Job ID:

927153

Location:

Gwynedd 

Category:

I.T. & Communications

Salary:

per year
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Job Views:

1522

Employment Type:

Full time

Posted:

04.08.2015
col-wide   

Job Description:

Product Support Services Engineer - Ref ID #58113

Bangor

Working as part of a team on a shift based rota covering a 24/7 operation. Providing a number of services for the support and maintenance of Inspired's Open Server based gaming products. A customer focused technical problem solving engineer with the ability to work methodically and accurately under pressure to meet deadlines and agreed service level agreements is key to the services we provide on a daily basis. Every individual must be capable of mounting a steep learning curve and have a strong customer focus and the ability to empathise with user problems explaining their solutions simply and effectively to customer satisfaction.

Key Responsibilities:

  • Follow PSS processes and procedures as defined to successful case/task conclusion.
  • Recognise and respond to demanding contracted SLA's for Local Service Partners problems according to their individual service support level.
  • Monitor Central Systems and take the necessary actions in order that incidents are dealt with in a timely manner and/or as per the agreed service level agreement.
  • Accurately log and document all incidents received ensuring the correct priority and update/resolution route is assigned. Ensure all key information is logged throughout the life cycle of the incident and quality problem resolution information is captured at all times.
  • Utilise analytical troubleshooting techniques for hardware and software when diagnosing a single endpoint incident through to multiple/networked system wide issues.
  • Resolves incidents that first line support are unable to deal with via the Standard Fix Procedures (SFP's) and the standard toolsets.
  • Develop and maintain an awareness of current and new Inspired technology.
  • To retain ownership of problems passed to other resolver groups and to ensure that these problems are dealt with in a timely manner and/or as per the agreed SLA.
  • Assist the Technical Team Leaders as and when required/appointed by acting as a stand in and managing the internal PSS handover ensuring all key tasks are being actioned.
  • Assist in the mentoring and training of Local Service Partners/customer staff as and when required by PSS Manager.

Person Specification:

  • General education to GCSE standard or equivalent. Educated to degree level would be desirable.
  • 6 months + experience of Remote support.
  • Good all round troubleshooting experience.
  • Networking knowledge.
  • Proficient in the use of Microsoft products.
  • Telephone/Customer Service experience.
Company Info
Inspired Gaming Group

Company Profile



Company Info


Inspired Gaming Group

Phone:
Web Site:

Product Support Services Engineer

col-narrow-left   

Job ID:

927153

Location:

Gwynedd 

Category:

I.T. & Communications

Salary:

per year
col-narrow-right   

Job Views:

1522

Employment Type:

Full time

Posted:

04.08.2015
col-wide   

Job Description:

Product Support Services Engineer - Ref ID #58113

Bangor

Working as part of a team on a shift based rota covering a 24/7 operation. Providing a number of services for the support and maintenance of Inspired's Open Server based gaming products. A customer focused technical problem solving engineer with the ability to work methodically and accurately under pressure to meet deadlines and agreed service level agreements is key to the services we provide on a daily basis. Every individual must be capable of mounting a steep learning curve and have a strong customer focus and the ability to empathise with user problems explaining their solutions simply and effectively to customer satisfaction.

Key Responsibilities:

  • Follow PSS processes and procedures as defined to successful case/task conclusion.
  • Recognise and respond to demanding contracted SLA's for Local Service Partners problems according to their individual service support level.
  • Monitor Central Systems and take the necessary actions in order that incidents are dealt with in a timely manner and/or as per the agreed service level agreement.
  • Accurately log and document all incidents received ensuring the correct priority and update/resolution route is assigned. Ensure all key information is logged throughout the life cycle of the incident and quality problem resolution information is captured at all times.
  • Utilise analytical troubleshooting techniques for hardware and software when diagnosing a single endpoint incident through to multiple/networked system wide issues.
  • Resolves incidents that first line support are unable to deal with via the Standard Fix Procedures (SFP's) and the standard toolsets.
  • Develop and maintain an awareness of current and new Inspired technology.
  • To retain ownership of problems passed to other resolver groups and to ensure that these problems are dealt with in a timely manner and/or as per the agreed SLA.
  • Assist the Technical Team Leaders as and when required/appointed by acting as a stand in and managing the internal PSS handover ensuring all key tasks are being actioned.
  • Assist in the mentoring and training of Local Service Partners/customer staff as and when required by PSS Manager.

Person Specification:

  • General education to GCSE standard or equivalent. Educated to degree level would be desirable.
  • 6 months + experience of Remote support.
  • Good all round troubleshooting experience.
  • Networking knowledge.
  • Proficient in the use of Microsoft products.
  • Telephone/Customer Service experience.