1st Line Support Engineer

1 week ago

Swindon, United Kingdom The People Network Full time
Frontline Technical Support Engineer (SHIFTS)
Hybrid – Swindon, Wiltshire
We are currently hiring for a Frontline Technical Support Engineer to join our clients growing Service Operations team, who collectively deliver world-class, seamless 24/7 IT operations support, through effective system monitoring and providing a professional and provide highly engaged, and technically solution-focused team to our clients.
You will be using tools, techniques, and initiatives to achieve best-in-class service, ensuring all clients and systems are optimised and updated during the most convenient times to maintain BAU functions. You will also act as a rapid response service, responsible for Major Incident Management, Incident Management, Restoring of Service, Advanced System Monitoring, and delivery of control system changes.
This role will be hybrid with 2 days a week in the office and a salary of up to £29,000, a 5% Bonus, and a 20% Shift Allowance.
Essential Duties and Responsibilities:
Act as a bridge between clients and the wider PPS business and teams Deliver a rapid response to all tickets and alerts to ensure a quality service and any BAU disruption is keep to a minimum.
Make system changes in line with strict Change Management processes
Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved convenience and satisfaction by reducing the number of operational problems
Ensure regular and effective communications with clients and internal stakeholders using ticket management for a crisp audit of all actions
Investigate and diagnose problems using relevant subject matter experts to assess and analyse root causes
Maximise Ticket workflows by working within published and contractual SLA’s, escalating where necessary
Be a voice and resolver during any and all Major Incidents, capable of taking the lead in Scribing, Time keeping, Communications
Staying up to date with all current PPS technologies by making time inside and outside of working hours
Assess and build action/development plans for current & future technology knowledge & skills that are required within the Sop’s wider team, to succeed in Service Delivery.
Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistence performance, whilst also committing to the adherence of the client SLA.
Proactively identify any potential disruption to any or all products & services for our clients.
What we want from you:
Essential:
Demonstratable problem solving and ownership skills
SQL – Experience in complex writing SQL queries And/Or
Unix – Highly capable and demonstratable effective competence And/Or
Java – Ability to read Java code And/Or
Experience in the definition and design of complex solutions
Proven experience in client relationship management
Fluent English
MS Office
Desirable knowledge/experience
AppDynamics
Jira/Jira Service Desk
Confluence
OpsGenie
Citrix
Degree or equivalent in a computer science or a scientific/technical discipline (desirable)
Behavioural
Well organized – able to plan own work and track progress against a plan.
Methodical worker, high attention to detail · Tenacious problem solver.
Flexible, can cope with changing priorities.
Strong communicator, both written & oral. Able to explain technical issues and solutions to peers.
Self-starter, team player.
Able to build relationships with external companies
Excellent interpersonal skills
If you are currently looking for a new challenge please APPLY NOW
If you are interested please apply ASAP. The People Network is an employment agency and will respond to all applicants within three - five working days. If you do not hear within these timescales please feel free to get in touch

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