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support engineer
support engineer
  Full-Time @ Escape Technology

London, England, United Kingdom

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Job Description – Escape-Technology

Title: Escape Technology Support Engineer

Reports to: Professional Services Director

Direct Reports: None but maybe required to provide guidance to apprentices and new recruits

Based in: Soho Central London

Job purpose:

To proactively deliver System Support to customer satisfaction within Contractual SLA targets on time and within budget.

Key responsibilities and accountabilities:

  1. Provides First and Second Line support to end users on a variety of issues within the contracted SLA.

  2. Identifies, researches, and resolves technical problems.

  3. Responds to telephone calls, email and personnel requests for technical support.

  4. Documents, tracks and monitors the problem to ensure a timely resolution.

  5. Has knowledge of commonly-used concepts, practices, and procedures in respect to a systems support function

  6. Relies on instructions and pre-established guidelines to perform the functions of the job.

  7. Reviewing incoming calls, analysing frequently-asked questions and following/updating appropriate procedures

  8. Call logging reduction by participating in the analysis of client-identified issues or problems which may require changes to procedures, standards or systems, including the testing of any new processes / standard or systems prior to production release. This extends to new Helpdesk Products or tools if required to match the business needs

  9. Proactive release and bug notifications to customers, and schedule upgrades as required

  10. Corrective action on health check issues

  11. Knowledge base release/update management

  12. Internal infrastructure maintenance and administration

  13. Remote installations


Core Competencies:


  • Self-driven, results-oriented with a positive outlook, and a clear focus on high quality.

  • Plans and organizes tasks and work responsibilities to achieve objectives.

  • Sets and maintains high performance standards

  • Reliable, tolerant, and determined.

  • Empathic communicator, able to see things from the other person's point of view.

  • Sufficiently mobile and flexible to travel up to a few days a month within the UK.

  • Keen for new experience, responsibility and accountability.

  • Able to get on with others and be a team-player. Able to work extended hours on occasions when required.


Technical Skills

  • A technical background with solid experience of computer systems and hardware. Proficiency in defect troubleshooting and incident triage.

  • Proven track record working with and supporting enterprise software applications.

  • Working knowledge of datacentre technologies / Storage Area Networks (SAN). Administering both Linux and Windows systems.

  • Red Hat Enterprise or CentOS Linux distributions experience.

  • Experienced in VFX software (maya, 3Ds Max, Nuke, Deadline etc)

  • Experience working with helpdesk ticketing software Strong Samba skillset and uderstanding.

  • Mid-High level of Network knowledge (Vlans, Trunks etc)

  • Good knowledge of Permissions on Mac Osx, and windows, Linux

  • Flame/smoke experience and understanding of real time playback and bandwith required

  • A post production background in IT/Engineering advantageous


Literacy and Numeracy: Must be a competent writer of business correspondence and highly numerate.



This job posting was last updated on Sept. 3, 2018