Test & 1st Line Support Engineer

Job description

We are looking for a lively, enthusiastic and dynamic Test & 1st Line Support Engineer to join our team in Farnborough. You will be the first point of contact for our customers and suppliers answering support queries via phone, email and Skype.

In this role you'll be responsible for responding to customer queries within designated time scales providing accurate information as requested by the customer, and assisting the customer with the resolution of their problem. This will involve in some cases testing the problem, providing advice, and keeping customers updated on the delivery of defect fixes. You'll maintain ownership of the problem until a mutually satisfactory resolution is obtained.

You'll become one of our product experts, testing suspected defects and providing full details to the Development department for resolution, and subsequently; test any fixes that are provided. You’ll also be involved in testing multiple bug fixes for new releases and ensuring it is to a high standard, as well as testing brand new change requests and whole projects. Other responsibilities include performing daily checks of our systems and websites, both by manual testing and using monitoring tools. You'll also be involved in any ad hoc projects which may arise, for example; improvements to the working practices of the Support department, updating and maintaining documentation relevant to the role.

To succeed in this role, you'll ideally have some or all of the following skills and qualities:

• Previous experience within a customer support environment.
• Excellent customer service skills and attention to detail.
• Advanced Excel skills so that you provide reports and updates on issues at a global and customer level.
• Experience of working with eCommerce and web based platforms.
• The ability to multi-task and be the first point of contact for all support issues within the organisation.
• A willingness to assist others and perform a varied and interesting role that often changes on a day to day basis.
• SQL and Linux knowledge and / or a willingness to learn.
• Previous experience or knowledge of the betting / gaming industry an advantage
• A degree in IT / Computing or a highly numerate subject would be advantageous, but not essential.

Please note this role will require some weekend and evening work.

The salary offered will be between £18,000 - £21,000 dependent on the person and their experience, we also offer a bonus scheme, flexible working hours and a relaxed and friendly working environment.

This role is based in Farnborough, Hampshire. The successful candidate must be willing to commute to the office or relocate. Unfortunately at this time i-neda will not consider any applications from candidates requiring work/visa sponsorship for the UK.