Technical Support Engineer Modica Group is a cloud based enterprise messaging provider working with clients and partners around the globe to provide secure high volume enterprise messaging solutions Our messaging platform connects to almost every Mobile Network globally allowing our customers to reach every mobile handset and device globally via secure API or hosted application Working closely with Finance IT Government Health and Education organisations Modica Group s messaging platform is used by some of the world s biggest enterprise organisations and brands to deliver high volume mission critical messaging services As a Technical Support Engineer you are responsible for the first level support of Modica s software applications infrastructure and networking while providing leading customer service to Modica s many enterprise customers and partners You do this by Providing frontline assistance logging tasks in the appropriate ticketing queues prioritising all inbound enquiries from customers partners and suppliers Accurately capturing all information or requirements from Modica s customers for further investigation in the event of escalation Providing technical assistance to Modica s customers in order to help them remedy any issue they may have within our internally agreed Service Level Objectives SLOs and external Service Level Agreements SLAs Working with Modica s developers and site reliability engineers to improve and or automate processes as require Communicating effectively with Modica staff of any upcoming maintenance or other related events relevant to the organisation Support of Modica s internal business applications Incident management from discovery through to resolution and leading the blameless postmortems to ensure outages are prevented from occurring again in the future Updating maintaining and improving the knowledge base to ensure swift remedy of future service requests Key accountabilities Management of all service requests through to resolution escalation or reassignment while providing leading customer service Business application support of Modica s internal application suite including G Suite JIRA StatusPage Confluence etc Management of the Modica fleet of devices including MacBooks peripherals and devices Android and iPhone Full endtoend Incident Management covering all outages including Escalation to resolvers follow ups communications internally and externally handling customer enquiries leading blameless postmortems and drafting incident reports Monitoring for relevant errors within Modica s platform and working to resolve or assign to the appropriate team for resolution Work as part of an oncall team providing 24 7 cover on a rostered basis Stay up to date with all product knowledge and where knowledge gaps are identified seek out training from peers and ensure the gap is documented in the knowledge base Remain current on new and emergent technologies and best practices relevant to Modica s operations Assist in the development of systems processes and product documentation Ensure adherence to the principles of security and privacy by design and adhere to the core values of OWASP and international law such as the GDPR Required experience Experience administering G Suite the Atlassian product stack and Microsoft office products Support of MacBooks Linux basic networks VPNs and user management Some experience with programming or scripting Experience with service management methodologies Excellent customer service via email phone or in person Excellent written communication and verbal communication skills Strong attention to detail Selfstarter with an ability to work in a fastpaced environment Hunger for learning and continuous improvement Ability to work well with a geographically disperse team Ability to build strong internal and external relationships at all levels Is this YOU Erin Kelly
