Support Engineer

Working as part of the existing 2nd Line Customer Support Team, the Support Engineer will be working in a fast-paced environment handling incidents from customers and Synectics engineers for a wide variety of technical problems and requests.

Day-to-day, support will cover the entire portfolio of Synectics products. This will primarily be software support for Synectics' in-house developed VMS software, however, will also include some hardware support.

Principal Accountabilities

• Providing software and hardware support via telephone and the support ticketing system to Synectics customers and engineering teams.
• Consistently providing excellent customer service to all stakeholders of the Support Team.
• Remotely accessing live customer systems to investigate and resolve support cases.
• Supporting all Synectics’ products, including Synergy software, Cloud Evidence Locker, Synergy Web, video storage solutions, IP cameras, and integrations to third-party security products.
• Ensuring all support requests are dealt with efficiently and promptly in accordance with Service Level Agreements.
• Accurately investigating, identifying, and rectifying both the causes and the symptoms of problems.
• Replication and escalation of faults to the development team.
• Testing of fixes and patches to ensure issues are resolved.
• Working with other team members to provide resolutions to customer support requests.
• Providing feedback into sales teams and product management.
• On-site support for critical business issues only.

Key Personal Attributes

• Excellent communication skills, with the ability to deliver complex technical information in a manner that is easy to understand.
• Able to work under pressure and to tight deadlines, while still making level-headed decisions and managing customer expectations.
• Analytical and investigative mindset, and able to think outside the box.
• A strong willingness to learn and develop their skillset.
• Ability to uphold organisational values and ethics.
• Excellent communication skills; written, verbal and listening.
• Takes responsibility and accountability for the customer experience. 
• Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software and our customers.
• An open and honest team player.
• Has the ability to exercise discretion and independent judgement.  

Experience

• Awareness of the surveillance market, knowledge of Integrated Security systems, IP video systems and CCTV technologies.   
• Experience in a customer-focused role in a software environment.
• Knowledge of IP Networking within a video environment (IP addressing, subnetting, routing, VLANs, TCP, UDP, Unicast and Multicast transmission).
• Hands-on experience troubleshooting Windows-based operating systems, including Windows 10, Windows Server 2016 and 2019.
• An understanding of development, product management and sales processes with awareness of how the support role feeds information into these.
• An understanding of databases – IBM DB2 and MS SQL.
• An understanding of virtualisation technologies such as Hyper-V, including failover and replication processes.
• An understanding of cloud technologies  

Eligibility for Employment in the UK

In accordance with current legislative requirements within the UK, any successful applicant must produce verification of their eligibility to live and work in the UK. Such verification should be taken in advance of the employment start date and the applicant will be unable to start in their role until this has been received by Synectics.

Our Commitment to Equality and Diversity

Synectics plc and its subsidiaries are committed to promoting equal opportunities in employment and in our employment policies for recruitment, selection, training, development and promotion. Such policies are in place to ensure that both job applicants and employees of Synectics receive equal treatment regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.