Technical Support Engineer

Job title: Technical Support Engineer

Company: The Access Group


Job description: We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.Love Work. Love Life. Be You. – is central to our success and how we give our customers the freedom to do more of what’s important to them.What does Access offer you?We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.About You:You are excited about working for a best-in-class, fast-growing software house and solving business-critical problems for our customers. You have strong analytical and problem-solving skills and are a creative thinker. In this role, you will report to the Service Operations Manager and be responsible for the prioritisation and management of incidents. You are passionate about customer experience; dedicated to minimising downtime and ensuring the swift resolution of critical incidents by providing critical support and monitoring to enhance the reliability and incident recovery.Day to day, you will:-Manage incidents, ensuring they are resolved either directly or escalated appropriately.-Monitor and maintain the performance, reliability, and availability of our Access software systems and supporting infrastructure.-Implement and manage monitoring tools to proactively identify and address performance issues.-Troubleshoot and resolve issues related to databases, servers, and networks.-Collaborate with all teams to implement best practices for system reliability and performance.-Execute and enhance disaster recovery and incident response plans.-Participate in root cause analysis and problem resolution for critical issues.-Continuously improve system monitoring, alerting, and incident management processes.-Ensure all runbooks and documentation are accurate, current, and of high quality.Your skills and experiences might also include:-Strong analytical and problem-solving skills, and a creative thinker.-A good communicator who is confident, clear, and warm with a flexible and constructive approach to customers and the team alike.-The ability to develop a broad knowledge of our software and its debugging tools.-An ability to grasp technical concepts and new product functionality quickly.-Customer-focused and providing excellent customer service.-Flexibility and pragmatism, with an ability to self-plan and respond to shifting priorities.-Strong experience of IT operations in an ISO20000 environment.-Previous experience in an incident management role with a strong understanding of operational procedures.-Enjoyable with weekly rotational shifts between (7am-4pm , 9am-6pm, 12am-7am).What are we all about?The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace.At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you’re excited about this role, (even if your previous experience doesn’t align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let’s make a difference together.Love Work. Love Life. Be You.

Expected salary:

Location: Kuala Lumpur

Job date: Wed, 05 Feb 2025 08:39:00 GMT

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