Associate Technical Support Engineer (entry-level position)
SAS Institute
- Marlow, Buckinghamshire
- Permanent
- Full-time
- A passionate problem solver
- Someone deeply curious about technology and how things work
- A highly creative person, with excellent research skills
- Someone ready to tackle difficult challenges
- Service-minded individual who is able to deliver excellent customer service with confidence
- A person who is willing to ask for help and share knowledge
- Provide support, troubleshooting, prioritizing, diagnosing, and managing customer-reported problems, including writing thorough, detailed problem descriptions
- Evaluate, setting, and managing internal and external expectations, including escalation activities and communications. This activity is often under pressure where decisions have a significant business impact for SAS and customers
- Communicating with customers by phone, email, and Microsoft Teams while troubleshooting the problem
- Learning and using knowledge of complex interactions between multiple SAS system components and third-party products to help diagnose and resolve software problems. Might replicate customer environments to reproduce and debug problems
- Bachelor's degree or equivalent combination of education, training, and relevant experience
- If you are still in college, you should be graduating no later than June of 2024
- Academic or work experience with computer programming or demonstrated aptitude for picking up new technologies
- Applicants with up to 5 years of experience will be considered
- Experience with C, Java, Python, SAS, or programming in a third- or fourth-generation language
- Real passion for collaborating with colleagues to build technical solutions to solve tough problems
- You must have strong experience with at least one of the following operating systems, but be familiar with all of them: Windows, UNIX, or Linux.
- Excellent analytical, problem solving, and troubleshooting skills, including the ability to communicate with users with various technical backgrounds.
- Effectively communicate and work across departments within Technical Support to solve a problem
- Determine software circumventions when fixes are not feasible
- Have a real passion for software support, as demonstrated by previous internships, work experience, projects, or publications
- Last but not least, you need to be articulate. That means you can write an email with perfect spelling and grammar, be able to speak confidently and professionally, and be a rock star with summarizing complex solutions to customers in plain, readable English