Support Engineer and Tester

SUMMARY:
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POSITION INFO:

We are seeking a skilled Support Engineer and Tester to provide front-line support for Impression Software, managing user incidents, service desk operations, and reporting. The role includes investigating and resolving technical issues, optimizing support processes, assisting with testing and bug fixes, managing training and documentation, and coordinating scheduled maintenance—all while promoting a customer-centric culture.

What you'll do:

• Providing front-line primary technical support to end users on various technical issues and incidents relating to Impression Software.
• Service Desk management including
  
  • logging and processing support tickets
  • liaising with users and customer first line support to determine and investigate incidents
  • Resolution of support incident tickets in a timely manner.
  • SLA and incident report management
• Performing first line technical investigation into incidents logged before the incident is passed onto the developer team for more in depth investigation.
• Service desk optimisation
• Support process optimisation
• Customer and Support reporting definition and management
• Testing, regression testing and customer testing support for bug fixes, enhancements, customisations and new features
• Training and support documentation management
• Training sessions
• Driving compliance
• Planning and communicating scheduled maintenance upgrades
• Promote a culture of customer centricity

Your Expertise:

• Jira Service Management experience

Qualifications:

• Bachelor's Degree in Computer Science or Information Systems