System Support Engineer


Benefits and perks:

  • Competitive salary plus bonus
  • Hybrid working
  • 25 days paid holiday increasing each year
  • An extra day off for your birthday
  • Private medical insurance
  • Massages in the office
  • Sweet Tuesdays
  • Wine Friday
  • Team sports activities
  • Recruitment referral bonus
  • Bring your dog to work
  • Enhanced pay for new parents

Who are we?

Hyperoptic is the UK's hyperfast broadband provider.

We offer broadband speeds 11x faster than the UK average, proudly setting a new fibre ‘gold standard' with hyperfast speed, reliability and customer service.

Here in Belgrade, we support our UK colleagues in a shared mission: to gigabit Britain. Our office started up in Belgrade in 2013 with what was then 20 developers. Now it's grown into our largest office with more than 700 people.

Whatever we're doing, going beyond the expected is the benchmark.

We work smarter, together, being agile and responding with the speed our business and customers demand – without compromising on quality. We stay focused, performing at our best to ensure we are focused on hitting targets and goals together. And we strive for excellence, paying attention to detail, constantly seeking to stretch ourselves and find better ways of doing things.

And today we're looking for a System Support Engineer who shares these values. Does this sound like you?

Summary of key responsibilities/deliverables

A customer-oriented engineer responsible for providing support to business users for software developed both internally and externally. This role provides unparalleled system support to business users of the software platforms and ensures that defects identified during that process are resolved, documented accordingly and end-users trained on application features, known issues troubleshooting, etc. By providing these services, this role will help in the optimization of software used within the company and support the operations of all business departments and stakeholders. A person in this role must have previous experience in application support, software quality assurance, or tier-2 technical support and be proficient in English.

What will you be doing?

  • Research and identify solutions to software challenges
  • Diagnose and troubleshoot technical challenges and defects reported by Customer Services, Network Operations Centre or L1 IT Support teams and undertake a thorough root cause analysis
  • Escalate unresolved issues to appropriate internal or external L3 teams (e.g. software developers)
  • Provide prompt and accurate updates to end-users on their reported cases and work towards resolution under defined SLAs
  • Refer to the internal database to provide accurate technical solutions
  • Ensure all issues are properly logged and followed up with end-users to ensure their software systems are fully functional after troubleshooting
  • Prepare accurate and timely reports for the management team
  • Document technical knowledge in the knowledge base which contains known application issues and suggested resolution steps
  • Hold knowledge transfer and demo sessions to business stakeholders for new application features, known issues troubleshooting, etc.

What are we looking for?

  • Experience in application support, software quality assurance or tier-2 technical support
  • Familiar with QA terminology or practices, as well as standard software development lifecycle phases and their purposes
  • Familiar with issue tracking and team collaboration tools (JIRA, Confluence, Zendesk)
  • Proficient in written and spoken English
  • Excellent oral and written communication skills, technical writing experience
  • Strong analytical and problem-solving skills
  • Strong written and verbal communication skills
  • Comprehensive knowledge of Office 365 suite
  • Ability to work with a diverse team and adapt communication styles and content to appropriate audiences
  • Highly organized and able to work with competing deadlines

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

  • You apply
  • We carefully review your application
  • We'll get back to you — even if it's a no (for now)

We look forward to hearing from you.


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