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First Line Support
2 months ago
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
