System Support Engineer
1 month ago
Application support / Systems Support / Production support engineer / 3rd line support / Windows server / databases / Applications / IT Support / Senior 2nd line / Production engineer / Production support /
Systems Support/ 3rd Line Support / IT technician
Permanent
Required Onsite at the Portsmouth office 2x a week.
**Key Responsibilities and Skills**:
- Knowledge of querying databases and updating database schema, specifically with SQL Management Studio
- Use of browsers tools for diagnosis and knowledge of web request/response cycle
- Tools including MS Word, Excel, Confluence, Jira
- Experience with Windows Services, Windows Scheduled Tasks and MS SQL Jobs
- Demonstrable ability to plan and prioritise workload against a flexible environment.
- Ability to quickly understand various internal/external business and system processes.
- Exceptional interpersonal and communication skills (both written and verbal).
- Self-starter working under their own initiative
- Strong organisational and time management skills
- Commitment, dedication and flexibility to meet business needs
- Be proactive and build rapport with internal customers and stakeholders.
- Perform daily housekeeping tasks to ensure systems are checked and operating correctly
- Provide support to business areas by monitoring the production support ticket system and expediting problem resolution in a timely fashion and according to the stated priorities.
- Identify urgent issues that need escalation and/or incident procedures and prioritise accordingly.
- Be proficient in the investigation of reported issues and expedite the associated resolutions.
- Strategize incident resolution and involve and organise other team members as necessary.
- Maintain documentation and ensure familiarity with all systems appropriate to being able to support those systems in all environments.
- Understand and resolve data related issues that require corrective measures.
- Update tickets with current status, appropriate lines of enquiry and outcomes.
- Be point of contact and co-ordinate activities with other teams to determine next steps and ultimate resolution of the issue.
- Determine and provide documented root cause analysis of issues and outages.
- Take part in morning stand up meetings to discuss progress of work and prospective work for the day ahead.
- To undertake other reasonable responsibilities and projects as instructed by their line manager.
- Assist in the delivery of patches and updates to the environments to validate successful implementation.
- Provide technical expertise to wider team as required to enable business outcomes.
- Where applicable, to adhere to company processes to ensure that GDPR, DPA, FCA, TCF and other regulatory requirements are met.
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