Information Technology Support Engineer

Our CompanyAt Kynetec, we're proud to be at the forefront of the intersection between agriculture, sustainability, and animal health. We’re redefining our industry with unparalleled insights and leading technology, whilst on an ambitious growth plan to supersede our influence from the food on our plates, to the health of our livestock and the care of our beloved pets at home. We owe our success to our industry experts. They are the driving force behind our reputation as a global leader in the industry - Their innovative ideas and expertise have helped us achieve new heights.

From seasoned insights specialists, and client leaders to innovative tech genius. What connects us? A shared passion for Agriculture and Animal Health! We don’t settle for “business as usual”. Each day, we are taking strides towards transforming our industry and improving the lives of people and animals around the world. If you’re looking for a company who challenges the norm and fosters a culture of innovation, Kynetec is the place for you. This RoleKynetec has a large internal team of software developers and data programmers who build and develop applications used by both internal and external users.

We are looking for an IT Application Support Engineer to join our in-house Service Desk Team to support those users. Although this role is primarily focused on application support there will be the opportunity to get involved with general IT support for Kynetec staff globally. You must be able to communicate effectively with both technical and non-technical users to quickly understand the problem at hand, then be able to find the solutions for them.

For more complex problems, you can expect to engage with the technical teams responsible for the applications and underlying platforms while acting as the conduit between them and the user. This position is full-time (Mon to Fri), Permanent and 100% Remote. Responsibilities Be the first point of contact for internal and external customers seeking technical assistance over the phone, email, and instant chat. Ensure tickets in the service desk or end user requests are dealt with within SLA guidelines, whilst delivering excellent customer service. Troubleshooting and resolve issues associated with both applications and services.

Update the ticketing system, ensuring all notes, progress and required actions are input promptly and accurately. Escalate unresolved issues to appropriate internal teams (e. g. , software developers, data programmers, etc. )Provide expertise and guidance to staff on general IT matters. Work with technical and business teams to resolve more complex user issues and requests. Always maintain a strong customer focus. Undertake training and learning to build your IT skills and knowledge. Prepare and maintain technical and user documentation and FAQs. Requirements: 1+ years in a Customer/Technical Support environment. Excellent written and spoken English.

Great communicator and the ability to provide excellent customer service. Excellent problem-solving skills. Hands-on experience with Microsoft 365 and Windows and environments. Knowledge of API’s and scripting tools - PowerShell, Python, etc. Knowledge of PostgreSQL, MS SQL, etc. Familiarity with IT Service Desk systems such as Halo, Jitbit, JIRA, etc. Proven technical aptitude and ability to learn technical skills. Self-confident, respectful, organised, and methodical. Willing to achieve professional qualifications supported by Kynetec.