Technical Support Engineer (US hours)

Technical Support Engineer (US hours)

DIGITAL WORK Proventeq is a Microsoft Solutions for Modern Work and a Microsoft Preferred Content AI Partner with a global customer base in over 25 countries. We are a specialist digital transformation solutions provider, focused on Microsoft 365 and other latest technologies such as AI/Machine Learning. Our customers include UK, USA, UAE, and Australian government departments and enterprises in various domains including space, financial services, engineering, research, legal, manufacturing, and more. Proventeq has headquarters in the UK and offices in Dubai, India, and USA. Despite our global footprint, our nimble team retains a close-knit feel. We are looking for a dynamic and experienced Technical Support Engineer to support our customers and partners in Europe & mostly the USA. This will involve working hours to coincide with the US business; working from 2 pm to 10 pm.

Location

Reading, UK

Department

Cloud Engineering

Key Responsibilities

• Providing tech support and maintenance on Proventeq products
• Providing tech support on SharePoint Online/M365 migration and adoption related issues
• Troubleshooting in customer environments focusing on resolving customer issues
• Answering customers/partners related product queries through our support portal
• Prioritising your workload based on the criticality of issues and SLAs
• Updating customers/partners on the status of support tickets in an effective manner
• Creating content in the support knowledge base
• Contribute to the customer support organization participating in meetings/training sessions

Required Skills

• Good experience supporting .Net/SQL Server based products and custom applications
• Strong technical diagnostic and problem-solving skills
• Solid customer liaison experience
• Expertise in Application support and maintenance Tools such as Zendesk, Remedy
• Knowledge of C#/.Net and database technologies (SQL Server/PostgreSQL)
• Knowledge of Agile Methodologies and DevOps tools such as Azure DevOps
• Proven technical diagnostic and problem-solving skills

Good To Have Skills

• Good knowledge of SharePoint/M365 (Configuration and Administration)
• Experience in SharePoint support - an added advantage
• Advanced SQL skills such as performance analysis, etc.
• Experience of Extract, Transform and Load type solutions

Softer skills will include enthusiasm, the desire to be the best at what you do, to leave the customer smiling, and become a ‘go to’ person! You’ll need excellent communication skills, personal organization, and decision‑making skills, be able to prioritize and manage expectations.

If you are UK-based and interested in working a late shift to cover the business hours in America, then this may be the job for you. You will work on a hybrid basis from home but must be able to travel to the Reading office when required for meetings.