Technical Support Engineer

Why join Kalibrate

We are the technology company whose software platforms provides microlocal insight so organizations can make location critical business decisions with confidence

We exist to help organizations make better decisions – so they can identify opportunities, understand risk, invest smarter, boost profits, and outperform the competition.

With the power of sophisticated data science, machine learning, and AI, we analyse countless data sources to identify the information that matters – enabling our customers to truly know their market and answer their most critical business questions.

We want to support a world without guesswork – where every organization has access to the insights that drive economic growth and shape successful communities, today and tomorrow.

The Kalibrate team work across the globe, tirelessly supporting 300+ customers in 70+ countries.

Role purpose

Our team of Technical Engineers provide our global client base with technical support 24x7x365 across various products within the Kalibrate group.
We are the first point of contact for our clients and work to build strong and valued relationships with our internal stakeholders and customer user base.

Whilst we act as the first point of contact, we pride ourselves on offering a high technical skillset to resolve Incidents and Service Requests as efficiently as possible. However, we are also responsible for escalating tickets to wider teams where resolution is not forthcoming.

Who we’re looking for...

We are looking for an enthusiastic, experienced Technical Engineer who possesses the ability to work on the initiative but who also has a strong team ethic and is excited at the prospect of learning new products and technologies to join our team. This individual will have an early start working with our Asia Pacific team starting at 4am local time.

The successful candidate will have previous experience working in a similar 2nd line/application support/senior technical service desk role, in-depth theoretical and practical knowledge of SQL, and a good understanding of Microsoft Azure technologies. Strong communication skills with the ability to converse in technical and non-technical language are paramount, alongside excellent customer service skills.

Most importantly, we are looking for a passionate and driven individual to join our highly valued and diverse team to help us to continue to provide our high standard of support to our valued clients.

Requirements

• Providing Application support for various
  products across the Kalibrate Group

• Acting as the primary point of contact for clients for technical support related issues both during business hours and as part of the on-call rota in line with SLAs

• Utilising internal ITSM tool to acknowledge and manage new and existing tickets in line with ITIL framework methodologies

• Working in accordance with SLA targets

• Escalating unresolved issues to Infrastructure/Development in accordance with SLAs and OLAs(if required)

• Working with various teams to ensure that clients are transitioned into support after upgrade/onboarding.

• Providing and maintaining high levels of client satisfaction

• Assist in rectifying Problems when a high

• Fluency in English language

Is this you? Then hit apply!