L3 Hosting Support - VIP Clients

The Hut Group ,
Manchester, Greater Manchester
More Details

Overview

Job Description

The Hut Group aims to be the World's leading Online Health & Beauty Destination. We are currently the UK's leading multi-website online retailer with rapidly growing global operations and a unique proprietary technology platform. With over 16 million customers worldwide and 400 million visits to our sites annually, we understand the importance of reliable technology and a data-driven expertise. About the role: The ideal candidate has a can-do attitude and thinks outside of the box, someone who will go out of their way to find solutions to problems, who is a team player and collaborator, and aspires to grow within our organization. This person will be directly interfacing with customers, so they will require strong interpersonal and communications abilities and must be an analytical thinker who can resolve problems efficiently. The successful candidate will have a strong technical background and excellent Customer service skills. The VIP Support team is focused on providing advanced support and product expertise to our largest customers. This role is a highly technical support engineer working on our most important customer accounts and with global Ingenuity team members. You will join a growing team of specialists improving our support capabilities, capacity, and quality for our largest and most sophisticated customers. Responsibilities: * Single point of contact for our largest customers * Ensuring any issues are resolved as quickly and efficiently as possible * Deliver a white glove VIP customer experience to the highest standards * Provide day-to-day support on a variety of technology issues covering problem isolation and resolution of all issues * Logging of requests, support calls and escalating where appropriate into the Service Management tool * Ensuring that the customers suite of product and services is fit for purpose and identifying any opportunities for improvements. Requirements * 3+ years of experience in support, software services, and/or system administration for a large end-user community. * Deep understanding of operating systems (e.g. Linux, OS X, and/or Windows); * Deep understanding of networks and relevant technologies, including proxies, load balancers, LDAP, Active Directory, SSL, etc. * Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss, etc.); * Experience with SQL databases * Experience in critical issue handling. * Technology driven. * Experience in working with enterprise customers * Strong communications skills - written and verbal * IT Support and Operations experience * Senior stakeholder management * Managing escalations and diffusing aggravated situation Benefits * Competitive Salary * You'll be joining a growing, intelligent team that will drive business change * You'll have the opportunity to make an impact within the team, applying the skills and methodologies you've learnt * You'll be working for a company with an excellent culture, in a friendly and fast paced environment * You'll be able to react to change with backing from the business * You'll have the opportunity to solve complex business/technical problems

People also viewed