It’s an exciting period of growth here at GCD across all of our teams as we continue to deliver innovative digital products and custom software to our clients. As a result, we’d like to add another talented Support Engineer to our award winning team.

You’ll be joining a specialist team of software support engineers who ensure our customers receive the highest level of care and support. If you have at least one year of experience in a similar Support Engineer role and are ready for the next challenge in your career, read on to learn more about the role responsibilities of a GCD Support Engineer.

At GCD, we have four key principles of responsibility:

• Work Productively
• Work Skillfully
• Work Collaboratively
• Work Professionally

In each of these pillars you’ll find key areas of responsibility, leadership and commercial awareness which we expect of our Support Engineers, some of these include:

• As a software support engineer at GCD you will be involved in understanding customer issues with their software, replicating faults, diagnosing issues and were possible providing solutions or managing escalation to a development team.
• Prioritise your tasks to ensure that you are making the best use of your time.
• Triage tickets and emails effectively.
• Use the full range of techniques and tools available to investigate and resolve issues effectively.
• Plan your day and week to ensure that you move the needle on your most important tasks.
• Follow support processes to ensure that you turnaround issues successfully for clients.
• Try to fully understand clients issues from their perspective and build knowledge of the applications we support to make that process second nature.
• The ability to multitask effectively is a critical aspect of our ability to handle multiple issues effectively and remain efficient in doing so.
• Be curious about the technologies you take for granted - how do they work?
• Be ready to help those who need it.
• Set an example teammates can follow by demonstrating excellent customer service for our clients.
• As the voice of GCD you are always polite, professional and understanding in your communications with clients.

If all that sounds like the perfect opportunity for you then there are just a few more essential criteria you need:

Must have:

• At least 1 years experience in a similar application support role.
• Analytical problem solving skills.
• Experience working with SQL.
• Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.

It would be nice if you had:

• Experience with PHP, Javascript or C#.
• Experience working with or familiarity with AWS and/or Azure.
• Good level of understanding of Linux Operating Systems.
• Experience writing technical documentation or application user guides.