Support Infrastructure Engineer

Flackwell Heath, Buckinghamshire
Focusrite Audio Engineering Ltd

Support Infrastructure Engineer

Location: High Wycombe offices / Remote (UK)

Term: Full-time, Permanent

Salary: £30000 pa plus benefits

Main purpose of job:

As a Support Infrastructure Engineer you will be the primary administrator for all support systems. It will be your responsibility to monitor key systems such as Zendesk & 8×8, tackling any issues that arise. You will be expected to carry out defined infrastructure improvements that remove barriers from our virtual agent workspace, seeking opportunities for integration between systems where possible. You will work closely with our support team and customer base to build a strong understanding of agent and customer needs, with the general focus being on creating a seamless omni-channel customer journey.

Relationships:

a) Responsible to: Applications Manager

b) Liaison with: Support Management, global support team, Infrastructure & Support leader, Infra team, customers, data team.

Key responsibilities:

• Maintain support systems to a high standard, addressing any barriers to agent productivity that arise.
• Streamline and devise elegant improvements to existing business rules and procedures within the Support dept.
• Create and maintain an inventory of global IT equipment and products used by the support team.
• Work with Support Management to plan and implement support systems improvements on a global scale.
• Look for integration opportunities between support systems that will produce a positive effect on agent productivity and CX.
• Manage the technical transition of new brands into our systems, working with key support contacts and web developers to build a fully functional setup with minimal negative impact on existing teams.
• Work with IT to manage licensing across all platforms used in the Support dept.
• Improve self help by building comprehensive back-end AI frameworks within Zendesk.
• Liaison with Data team to ensure seamless data transfer and integrity across platforms.
• Regular multi-channel audit of customer experience in order to understand where improvements can be made.
• Act as focal point for first line Pre/Post Sales and Technical enquiries via phone, email and LiveChat relating to Focusrite/Novation product lines when called upon.

Abilities, skills and experience required:

• System engineering & administration
• Technical troubleshooting
• Experience with Mac OS X and Windows systems.
• Good organisational and communication skills.
• Collaborator, works well as part of a team.
• An interest in music/audio.
• Zendesk or generic helpdesk admin experience beneficial
• API experience

Benefits include flexible/hybrid working, company pension, life insurance, private healthcare, enhanced Maternity and Paternity pay, employee purchase scheme, group bonus scheme, workplace nursery benefit, company music events, offsite company parties and free lunch in the canteen. We arrange company training sessions and encourage personal development.

For more information visit: (url removed)