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Product Support Specialist Tier 3 - Endpoint Management

Job Status: Full Time
Location: Richmond-upon-Thames, Surrey, UK

Product Support Specialist Tier 3 - Endpoint Management

  • Status: Fulltime
  • Location: Richmond
  • Department: Client Services/Product Support
  • Reports To: Manager of Product Support
  • Compenation: Strong bases, 5% annual bonus, up to 4% matched pension, full BUPA private healthcare, dental care and eye care scheme, free CrossFit Gym Wednesdays
  • Key skills required: Endpoint Management, RMM, Remote Monitoring Management

Job Summary: 
You will work in a technical customer support environment with an emphasis on responsiveness and high levels of customer satisfaction.  You will be providing support for Autotask Endpoint Management over the phone and in electronic communications.  A highly technical role, you will be responsible for escalation requests from team members and to answer complex questions, and troubleshoot to resolve or properly escalate. You will be expected to deliver the highest level of service in the industry.

Essential Responsibilities:

  • Build ongoing relationships with customers and partners
  • Troubleshoot to reproduce and resolve, or escalate where appropriate technical product issues as a 3rd line product specialist
  • Call customers as needed as you manage their incident
  • Answer escalated phone calls as required
  • Review potential defects for accuracy and ticket quality for submission to Engineering
  • Develop and maintain advanced knowledge of Autotask Endpoint Management
  • Work with dev and devops teams to correct customer issues
  • Mentor and develop team knowledge in the product.

Qualifications & Experience:

  • Candidates should have a demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment.
  • Technical experience is key – a minimum of 5 years in a highly technical role is required.

Candidates must have:

  • Strong understanding of Microsoft Windows operating systems/architecture
  • Strong understanding of networks, and network infrastructure
  • An understanding of MacOSx/LINUX operating system(s)
  • Some scripting skills would be advantageous; batch files, Bash script, VB Script, Powershell etc.
  • Proven record of technical investigation and troubleshooting
  • Previous experience working with endpoint/network management technologies highly advantageous
  • Must be resourceful and able to take initiative in a dynamic environment.
  • Experience managing and responding to multiple issues in the same time period.
  • Strong written and verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, and diplomatic way.
  • Ability to approach support issues from a training perspective when required.
  • There are opportunities to expand your role and take on more responsibility.
  • When support volume is low, you will be expected to take initiative and find tasks you can perform that will benefit AEM.


Work Values:

  • Positive outlook
  • Professional demeanour
  • Sense of urgency
  • Empathy for customer and their needs 
  • Empathy for internal customers and their needs
  • Ethics/integrity internally and customer facing
  • Accountability

Essential Responsibilities:

  • Build ongoing relationships with customers and partners
  • Troubleshoot to reproduce and resolve, or escalate where appropriate technical product issues as a 3rd line product specialist
  • Call customers as needed as you manage their incident
  • Answer escalated phone calls as required
  • Review potential defects for accuracy and ticket quality for submission to Engineering
  • Develop and maintain advanced knowledge of Autotask Endpoint Management
  • Work with dev and devops teams to correct customer issues
  • Mentor and develop team knowledge in the product.

Qualifications & Experience:

  • Candidates should have a demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment.
  • Technical experience is key – a minimum of 5 years in a highly technical role is required.

Candidates must have:

  • Strong understanding of Microsoft Windows operating systems/architecture
  • Strong understanding of networks, and network infrastructure
  • An understanding of MacOSx/LINUX operating system(s)
  • Some scripting skills would be advantageous; batch files, Bash script, VB Script, Powershell etc.
  • Proven record of technical investigation and troubleshooting
  • Previous experience working with endpoint/network management technologies highly advantageous
  • Must be resourceful and able to take initiative in a dynamic environment.
  • Experience managing and responding to multiple issues in the same time period.
  • Strong written and verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, and diplomatic way.
  • Ability to approach support issues from a training perspective when required.
  • There are opportunities to expand your role and take on more responsibility.
  • When support volume is low, you will be expected to take initiative and find tasks you can perform that will benefit AEM.
Disclaimer:
Autotask is not accepting unsolicited assistance from search firms/employment agencies for this employment opportunity. Please, no phone calls or emails to any employee of Autotask about this opening. All resumes submitted by search firms/employment agencies to any employee at Autotask via-email, the Internet or in any form and/or method without a valid written search firm agreement in place for this position will be deemed the sole property of Autotask; no fee will be paid in the event a candidate is hired by Autotask as a result of the unsolicited referral or through other means.