Support Engineer

We’re seeking an ambitious Support Engineer to join our team! You'll play a vital role in ensuring our customers receive the highest level of care and support. You'll have the opportunity to develop your career and support a diverse portfolio of innovative and challenging custom software solutions.

About GCD

GCD was founded in 1999 by our two founders in their student accomodation in Queen’s University, Belfast. It was a time of dial up internet, Netscape browsers and Napster. People didn’t ‘google’ things, smartphones didn’t exist and business software was grey and dreary.

Our ambition back then was (and still is) to create better software for businesses; to replace those ‘grey’ out of the box digital solutions, that barely work and are a pain to use, with beautifully designed custom software products and platforms that help businesses innovate, compete and win.

How we work

Behind our software solutions is a close-knit team of dedicated, ambitious engineers, thinkers and inventors. We love what we do – imagining, designing and building custom software solutions and apps that defy expectations and deliver results for our clients. 

We encourage a full-stack development environment to keep everyone on the same page and always thinking about security, performance and user experience.

Our support engineers are a vital part of that team and ensure our customers receive the highest level of care and support. Thanks to continued growth and expansion we want to add another talented Support Engineer to our team.

Everyone at GCD has been working remotely for the past year, in response to the Covid-19 pandemic, and our plans are to continue to do so until it is deemed safe to return to the office.

We very much miss seeing each other in ‘real life’ and are genuinely looking forward to the day that we can have in-person chats and work together again at the office. Our plans however are to continue to embrace and offer a flexible approach to working, affording our staff the choice to work from where they feel they will be most productive, with the encouragement for them to come to the office at least once a week to get some much needed collaboration, coffee and fun.

However, we are happy to consider candidates who wish to work 100% remotely.

Read on to learn more about the role responsibilities…

Key Responsibilities of a Support Engineer:

At GCD, we have four key principles of responsibility:

Work Productively

Work Skillfully

Work Collaboratively

Work Professionally

In each of these pillars you’ll find key areas of responsibility, leadership and commercial awareness which we expect of our Support Engineers, some of these include:

  • Prioritise your tasks to ensure that you are making the best use of your time.
  • Triage tickets and emails effectively. 
  • Use the full range of techniques and tools available to investigate and resolve issues effectively.
  • Plan your day and week to ensure that you move the needle on your most important tasks.
  • Follow support processes to ensure that you turnaround issues successfully for clients.
  • Try to fully understand clients issues from their perspective and build knowledge of the applications we support to make that process second nature.
  • The ability to multitask effectively is a critical aspect of our ability to handle multiple issues effectively and remain efficient in doing so.
  • Be curious about the technologies you take for granted – how do they work?
  • Be ready to help those who need it.
  • Set an example teammates can follow by demonstrating excellent customer service for our clients.
  • Be mindful that you are also part of a wider team in GCD. You should understand the role that you and your team play in our success, and actively contribute to it.
  • As the voice of GCD you are always polite, professional and understanding in your communications with clients.
  • Understand the commercial context of your work and record time sheets diligently.

If all that sounds like the perfect opportunity for you then there are just a few more essential criteria you need:

Must have:

  • At least 1 years experience in a similar Support Engineer role.
  • Analytical problem solving skills.
  • Experience working with SQL.
  • Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders.
  • Eligible to live and work in the UK.

It would be nice if you had:

  • Experience with PHP, Javascript or C#.
  • Experience working with or familiarity with AWS and/or Azure.
  • Good level of understanding of Linux Operating Systems.
  • Experience writing technical documentation or application user guides.

We will offer you

  • 💰 A great salary plus bonus
  • 🏖️ Generous annual leave (with Christmas week off)
  • 🏥 Private medical cover
  • 👴 A company pension
  • 🏠 Flexible working
  • 💻 Your choice of working equipment
  • 📚 Personal development and training plans
  • ☕ Free supply of tea, really good coffee and fresh fruit
  • 🍦 Ice cream every Friday
  • 🥳 Regular social events – gaming nights, family BBQs, paintballing…
  • 🧳 An annual weekend trip away