Application Support Expert
7 days ago
About the Role
- Provide high-quality technical assistance to colleagues and serve as a subject matter expert within the team.
- Collaborate closely with local and central Support teams to ensure successful project outcomes and meet service level agreements.
- Anticipate workload demands and maintain a smooth operation.
- Participate in the Major Incident Response Team and be prepared to respond to critical situations.
- Act as the point of escalation for technical issues raised by customers' frontline analysts and support colleagues.
- Offer out-of-hours on-call support and demonstrate flexibility with working hours when necessary.
Key Responsibilities
- Assume a mentorship role and guide new team members to ensure they are equipped to handle their roles with confidence, whether during regular hours or on-call situations.
- Be part of an elite team ready to respond to critical situations during on-call shifts or after-hours missions.
- Play a crucial role in building new customer environments, mastering the art of creating key components without issues.
- Own specific areas such as shipping queries, factory issues, or scripting and become the team's trusted expert.
- Collaborate with external partners to ensure new software versions align with our support needs.
- Assume the role of the Senior Agent, delivering engaging weekly knowledge transfer sessions that make learning enjoyable for everyone.
Essential Skills
- Experience in containerization technologies, including Docker.
- Experience in Linux operating systems, such as Debian and Ubuntu.
- Proficient knowledge of web servers, including IIS, Apache, and Nginx.
- Experience in Ansible.
- Proficient knowledge of querying databases, including Microsoft SQL, MariaDB, MySQL, and Cassandra.
Desirable Skills
- Knowledge of SSL Certificates and virtual server platforms.
- Knowledge of deployment automation.
- Proven 3rd line support experience.
- Knowledge of scripting languages, such as Bash and PowerShell.
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