Reporting to the IT Service Manager, this position is responsible for leading the Company's product and support team and projects. This position will be a player/coach, rolling up their sleeves in the achievement of deliverables as well as coaching the team. As a Senior Support Engineer, youll play a critical role in ensuring the seamless operation of our software products. Youll provide technical support to both internal teams and external customers, diagnosing and solving complex issues. This expertise will extend beyond traditional support responsibilities, encompassing site security and support business Microsoft applications.

Support responsibilities:

Provide technical support to customers, addressing their inquiries, troubleshooting issues, and resolving problems efficiently.

Collaborate with development teams to identify and resolve software defects and improve product quality.

Develop and maintain strong relationships with customers, ensuring their satisfaction and success.

Investigate and analyze complex issues related to our software products, both from the back-end and front-end perspectives.

Provide quick and timely resolution for incidents and service requests made by customers

Create and maintain detailed documentation, including knowledge base articles and best practices.

Participate in on-call rotations to provide 24/7 support to our global customer base.

Manage the Service assurance daily stand-up to help triage and escalate issues between the team

Enterprise applications administration and monitoring

Responsible for hardware, printers and related equipment both at the user and office level

Manages asset tracking for offices

Manages user access rights to applications by following security and compliance best practices

Provides desktop support for hardware and software setups, and quality assurance for new users

Willing to be on call for after-hours emergency support coverage

Systems and Applications: Experience is highly valued

Help Desk duties (Desktop/Phone/Asset Provisioning)

Azure DevOps Administration and Development

Active Directory

VM infrastructure Cloud and On-Prem

Business Central

Dynamics (CRM/SALES/FINANCE)

Microsoft Exchange

Cloud Platform: Azure

0365 Suite

API KVM

MYSQL

Technical proficiencies required:

Integrate and manage Azure platform services, including Azure SQL Database, Azure Functions, Azure App Services, and other Azure services to build scalable and robust applications.

Experience with web-based form builders and structured data management.

Collaborate with teams to implement new features and ensure the highest level of performance and security.

Adhere to best practices and design patterns in software development.

Engage in Agile methodologies and participate in all phases of the software development process.

Requirements and skills

Bachelors or College Diploma in Computer Science, Engineering, or related field.

Several years of experience in support engineering working with cloud/network/ services.

Strong experience with Azure cloud services and understanding of various Azure platform services.

Expertise in software design patterns, best practices, and Agile development methodologies.

Excellent problem-solving abilities and a track record of working under tight deadlines.

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

HTML5, CSS, JS/JQuery, Ajax (knowledge of FLASH is a plus).

Relational databases (MySQL) including creating and running SQL statements.

Performance/application monitoring.

Experience in matrix environment

Approx. high-level breakdown:

50% Troubleshooting and Incident Management

50% Projects and Infrastructure Management