1st & 2nd Line Support Engineer

  • Legend Recreation Software, Inc.
  • Ottawa, ON, Canada
  • Dec 18, 2017
Customer Service Engineering Management / Project Management Product Software Gaming

Job Description

Position: 1st & 2nd Line Support Engineer
Position Type: Permanent
Salary range: $28,000 - $38,000 depending on role & experience

Legend Recreation Software, Inc. is a leading provider of recreation management software in Canada and the UK. We offer a fantastic package, career progression and an opportunity to travel Canada and the UK.

JOB PURPOSE SUMMARY

1st & 2nd Line Support Engineers are responsible for providing first line support to all customers end-users and systems, as appropriate, based on each associated customer SLA. Support is provided for Legendâs full range of products and services on a customer-by-customer basis depending on a customerâs take up of same. Staff are to deliver the service to meet Legendâs SLA and provide a superior level of service in accordance with the ITIL framework Legend has adopted.

Key Responsibilities & Accountabilities

  • Support, maintain and improve customer service.
  • Provide support for Legend customers via telephone and support ticket submission systems following outlined processes.
  • Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction.
  • Escalate calls to other 2nd/3rd line support/external maintenance companies.
  • Following training, demonstrate clear skills with Legend employed technologies and ensure personal development of product knowledge
  • Thoroughly investigate issues to provide in-depth reports and resolutions (2nd Line)
  • Identify trends in support queries to identify underlying problems (2nd Line)

Skills &amp Attributes Required

Candidates must demonstrate good skills in the following areas:

Essential

  • Microsoft Windows and Office
  • Excellent verbal and written communication skills and telephone manner
  • Strong customer service ethic
  • Personal time management skills
  • Ability to follow procedure and mindful of attention to detail
  • Able to make progression with minimal supervision
  • Ability to work consistently in a dynamic and sometimes high pressure environment
  • Experience of working in a service desk environment
  • SQL server experience (2nd Line)
  • Visual Basic (2nd Line)
  • Active directory (2nd Line)

Desirable

  • Active directory
  • Good PC/Peripheral hardware skills
  • Citrix
  • Personal time management skills
  • Experience working in the leisure industry
  • Experience in working with Legend software is highly desirable.

Conditions

This role is service desk based. The hours are a variable shift pattern covering the hours of 6am to 10pm on weekdays and 8am to 8pm on weekends

To Apply

Apply to: jobrien@legendware.ca

Legend is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Legend via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Legend. No fee will be paid in the event the candidate is hired by Legend as a result of the referral or through other means.