1st Line Support Engineer

Snow’s mission is to stop organizations overpaying for the software they use, today and tomorrow. We help organizations optimize software availability, compliance and cost savings through delivery of on premise and cloud-based Software Asset Management solutions. Today we are the largest and most successful dedicated developer of SAM solutions with staff all over the world in regional locations. To sustain our explosive growth, we are looking for the brightest, and most highly-skilled people who have their best work ahead of them. Now is the right time to join Snow.

Following an amazing 2015 with 90% year on year growth Snow Software are expanding our Nordic region 1st line support team, to deliver world class SAM solutions to small and medium size business in the Nordics.

WHAT YOU'LL BE DOING

As a 1st Line support Engineer at Snow Software, your will be working close together with Nordic 1st Line support and also global support organizations within Snow Software. You will as a 1st Line support engineer managing technical engagements with our customers within a pre-sale as well as post sales perspective. 

These are some of the activities that you will be working with:

• Troubleshoot issues being faced by customer of Snow Software.
• Basic knowledge transfer to customers and Partners
• Configuration Management of Snow Software
• Liaise with Service Delivery on specific customer projects
• Participate in virtual account teams on large customer projects
• Liaise with Central support to resolve customer issues escalated to 2nd and 3rd line support
• Support Snow Service Provider Partners who host Snow technology
• Track and manage support tickets through to resolution
• Recognise and escalate difficult technical issues within the group.
• Proactively stay up to date with all the latest technologies concerning the supported products and the underlying technologies and dissipate this knowledge to the team.
• Guide customers in the use of the product, directing them to the appropriate information and where appropriate identify opportunities for up/cross sell of Snow products and services.
• Be able to work additional hours when needed to meet customer and product needs.
• Possible on-call rotations.
• Contribute to the general knowledge of the group.
• Participate in group meetings.
• Provide support to internal Snow staff from areas such as service delivery.
• Accept incident escalations from Snow channel Partners.

WHAT WE REQUIRE FROM YOU

• 2+ years technical experience with computer software and hardware.
• Self-motivated, detail-oriented and organised.
• Able to work independently and efficiently to meet deadlines.
• Excellent communication (oral and written), interpersonal, organisational, and presentation skills.
• Ability to solve practical problems
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must efficiently manage time, prioritise work and multi-task across many incidents and many different customers
• Proficient in electronic office related applications such as E-Mail clients, FTP clients and Web Browsers.
• Experience with hardware and software issues.

Technical skills:

• Understanding of Networks, the hardware, standards and protocols including Switches, routers, DNS, HTTP/S and TCP IP.
• Familiarity with IIS, Microsoft Operating Systems both server and client, Mobile Device Management, basic knowledge about Microsoft SQL server.

WHO YOU ARE

The successful candidate must be willing and able to work in a busy, dynamic environment. They must be able to work as part of both local and global teams in order to deliver customer excellence and success. The ideal candidate must be attention focused and hold a high degree of accountability to help build and protect the strong Snow Software brand image. Due to the nature of our business and ongoing/developing customer sales opportunities, the successful candidate but be able to conduct themselves in such a way that protects and enhances the Snow Software sales cycle.

WHAT WE OFFER

This is a chance for you to accelerate your career and succeed in an environment where you will have the possibility to make a daily impact. Every day you will get to work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. We fully recognize that it is our employees that make Snow a success and the global leader in the development and delivery of dedicated SAM solutions. If you are the right person for the role we will offer you exciting and developing assignments and you will get to be part of a fantastic journey within a dynamic high-growth business.

We look forward to your application.