Hyperoptic is the UK's hyperfast broadband provider.
We offer broadband speeds 11x faster than the UK average, proudly setting a new fibre ‘gold standard' with hyperfast speed, reliability and customer service.
Here in Belgrade, we support our UK colleagues in a shared mission: to gigabit Britain. Our office started up in Belgrade in 2013 with what was then 20 developers. Now it's grown into our largest office with more than 700 people.
Whatever we're doing, going beyond the expected is the benchmark.
We work smarter, together, being agile and responding with the speed our business and customers demand – without compromising on quality. We stay focused, performing at our best to ensure we are focused on hitting targets and goals together. And we strive for excellence, paying attention to detail, constantly seeking to stretch ourselves and find better ways of doing things.
And today we're looking for a System Support Engineer who shares these values. Does this sound like you?
Summary of key responsibilities/deliverables
A customer-oriented engineer responsible for providing support to business users for software developed both internally and externally. This role provides unparalleled system support to business users of the software platforms and ensures that defects identified during that process are resolved, documented accordingly and end-users trained on application features, known issues troubleshooting, etc. By providing these services, this role will help in the optimization of software used within the company and support the operations of all business departments and stakeholders. A person in this role must have previous experience in application support, software quality assurance, or tier-2 technical support and be proficient in English.
What will you be doing?
Research and identify solutions to software challenges
Diagnose and troubleshoot technical challenges and defects reported by Customer Services, Network Operations Centre or L1 IT Support teams and undertake a thorough root cause analysis
Escalate unresolved issues to appropriate internal or external L3 teams (e.g. software developers)
Provide prompt and accurate updates to end-users on their reported cases and work towards resolution under defined SLAs
Refer to the internal database to provide accurate technical solutions
Ensure all issues are properly logged and followed up with end-users to ensure their software systems are fully functional after troubleshooting
Prepare accurate and timely reports for the management team
Document technical knowledge in the knowledge base which contains known application issues and suggested resolution steps
Hold knowledge transfer and demo sessions to business stakeholders for new application features, known issues troubleshooting, etc.
What are we looking for?
Experience in application support, software quality assurance or tier-2 technical support
Familiar with QA terminology or practices, as well as standard software development lifecycle phases and their purposes
Familiar with issue tracking and team collaboration tools (JIRA, Confluence, Zendesk)
Proficient in written and spoken English
Excellent oral and written communication skills, technical writing experience
Strong analytical and problem-solving skills
Strong written and verbal communication skills
Comprehensive knowledge of Office 365 suite
Ability to work with a diverse team and adapt communication styles and content to appropriate audiences
Highly organized and able to work with competing deadlines
We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.
What happens next?
We carefully review your application
We'll get back to you — even if it's a no (for now)
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