eFront is the leading provider of software solutions to manage alternative investments (Private Equity, Real Estate, Private Debt and Funds of Hedge Funds). We have grown extensively year-on-year since our inception and the forefront of our strategy is to continue this trajectory. To support our future growth, we are looking for professionals with great skills, drive and enthusiasm, who are keen to make a difference and be successful. We are a global organisation with offices across Europe, North America, Asia-Pacific and the Middle East. We encourage and support our employees to learn, develop and progress throughout their careers.
In order to support our constantly growing business, we are looking for a:
Technical Product Support Engineer
Department: Technology
Position
This is a key role within our technology support team who process all incident and service request from our clients and internal teams, across the world. The role is responsible for triage (relevance and qualification) and prioritizing and resolution or escalation to our development teams. The role requires excellent technical skills as it is required to investigate and resolve (infrastructure, configuration and other technical issues). This high-profile role will manage key stakeholders ensuring expectations are clearly set and managed.
Key Responsibilities
- Act as the primary interface between our client support, implementation teams and development teams
- Process client and internal teams tickets (incidents and service requests) ensuring that all requests are triaged, qualified, resolved at pace
- If needed, ensure that requests are handed off to the development team at pace
- Assess the impact of each query and take appropriate action
- Assign requests to appropriate internal or third-party support groups
- Monitor the progress of each request and escalate if required
- Inform users of the status and progress of their requests regularly
- Ensure incident records are updated regularly with events and action plans
- Ensure clients and internal teams are satisfied before resolving their requests
Deliverables
- Understand intimately the dependencies between requests and how they combine to deliver service to the end consumer and to the business
- Ensure the day to day delivery of the backlog in line with enterprise integration, architecture and priorities with the ability to make effective priority decisions when required
- Understand and balance commercial needs against technical requirements and capabilities
- Easily recognize system and process deficiencies and recommend/implement effective solutions
- Foster a sense of urgency to deliver results at pace
Leadership
- To manage and set all stakeholders expectations, to build working relationships to ensure eFront’s long term strategic objectives are met.
- Demonstrable experience of working in a continuously changing and evolving organisation
Essential Skills & Experience
- Graduate degree in computer systems/software development/Telecom or equivalent experience
- At least 2 years in an engineering and product support role
- Excellent oral and written English communication
- Good interpersonal and leadership skills
- Experience of delivering within a flexible environment where priorities can change depending on business needs
- A good understanding of ITIL, ITSM and change/incident management processes and procedures
- Demonstrable experience in incident management, dealing efficiently with business communications whilst providing technical guidance to engineers
Your technical background:
- Public Clouds (AWS or Azure) used in IaaS and/or PaaS
- IT systems automation and administration (PowerShell scripting or similar)
- Windows OS (2012,2016) with basic features and roles (IIS, File sharing, .NET engine).
- SQL Server databases, DBA essential skills.
- IT concepts: Networking (TCP IP), authentication, encryption.
- Application architectures, Linux basic knowledge and Oracle are a plus
Find out more about eFront and our people #eFrontlife
eFront stands out as a real career booster:
- We are at the crossroads between software and the thriving businesses of Private Equity and Real Estate
- We foster international and cross-functional mobility across our broad office network
- Our culture encourages risk-taking and innovation
- While we are a financially robust and established company, we are still as agile and boiling as a start-up and offer plenty of opportunities to gain responsibilities rapidly.
This is a rare opportunity for an ambitious and rising professional to join a rapidly growing and successful company. Visit our website www.efront.com.
Deadline for applications: 14.12.2018.