Senior Support Engineer Job Description Template
Our company is looking for a Senior Support Engineer to join our team.
Responsibilities:
- Working collaboratively with designers to improve the reliability, maintainability and usability aspects of designs;
- Assisting with the identification and mitigation of hazards through system hazard analysis;
- In coordination with the Project Manager, tailoring the scope and scale of ILS activities to meet the User, Customer, and business requirements;
- Identifying the factors that drive cost throughout the lifecycle of a product and the levers that influence those cost drivers;
- Developing supportability cases and conducting analysis to provide progressive assurance of support solutions;
- Developing the optimum support solution for each customer, within the context of a wider product and capability roadmap;
- Eliciting and deriving support requirements and proposing verification methods for each requirement;
- Support bids and strategy to secure additional logistics support for own and 3rd party equipment and systems;
- Formulating and implementing the obsolescence strategy for a product line;
- Performing reliability modelling and undertaking maintainability analysis to optimise support arrangements;
- Assessing the human element of systems, including assessing the potential for human error as a contributor to system failures.
Requirements:
- Able to perform technical analysis of incidents and problems, including consideration for factors which will vary in reliability;
- Experience of providing desktop support;
- ITIL Certification;
- Experience of using service support tools, such as Zendesk;
- Able to accurately document processes and technical investigations;
- Experience of service support processes, such as ITIL;
- Certification in a relevant technology;
- Experience of working within a service support team delivering technical service support for mission critical operations;
- Able to develop new skills quickly;
- Excellent written and verbal communication skills;
- Able to quickly build working relationships with nominated Internal teams;
- Able to work flexibly to provide out-of-hours cover, and extended hours at key times of the year;
- Experience of internal stakeholder management;
- Experience in one of more of the following:Zendesk, SQL, Bash scripting, Java, Atlassian toolset, GIT.