Job Details

Applications Support Engineer

MBR Partners
MBR Partners

Our client is a Digital Intelligence company on a mission to master the complexities of the digital world, by capturing and revealing insight, empowering solutions for a safer world.

They are looking for a Technical Support Engineer in London, with a technical background to support customers in the UK.

Handle customer technical support cases using call/email/chat, use CRM to manage cases both remotely and onsite
Troubleshoot and fix technical issues on the client's products for customers
Directly communicate to customers or partners during troubleshooting and issue fixing
Report to regional technical support manager, follow the lead of the global technical support team
Follow SLA & KPI, improve technical support quality

A must
Hands on experience with:

Windows OS
Deep understanding of operating systems
Computers and technology environment
Good Networking knowledge and experience (TCP/IP, DNS, File Sharing and Mapping)
CRM ticketing systems
Server configuration and deployment

At least 3 years’ experience as a Technical Support /Delivery Engineer/Post Sales/Dev-Ops/
Excellent hands-on problem-solving skills and follow-through in both one-on-one and group situations
Outstanding communication skills, both written and verbal
Proven customer service experience with a technical orientation
Fast learning skills with the ability to adapt to this position
Responsible, able to handle support case from open to close
Ability to function appropriately under stressful conditions.
Ability to work flexible hours

An advantage

Knowledge and experience in cellular technology, cell phones
Knowledge of mobile phone OS (iOS, Android…)
Technical Certifications (e.g. CCNA, MCSA…)
Work experience using Linux
Knowledge of SQL, Python or Hex databases
Work experience using forensic software
Digital Forensics/Computer Science degree

Skills & Qualities

Passionate about support, being in the front line and solving problems for others
Good communication skills (Verbal and written)
Ability to work both in a team environment and individually
Methodical, organized, and process-oriented
Knows how to establish objectives and drives to meet them
English– mother tongue level, both verbal and writing.
Russian/Spanish/Italian/German (other European languages) – a huge advantage

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