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Third Line Technical Support Specialist

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Nigel Wright Recruitment Full time
Job Overview

We are seeking a highly skilled Third Line Application Support Specialist to join our team. As a key member of our Support team, you will be responsible for providing top-notch technical support to your peers and being the go-to expert in the team.

About the Role

  • Work closely with both local and central Support teams to ensure we hit our project milestones and SLAs.
  • Anticipate workload activities and keep everything running smoothly.
  • Join the Major Incident Response Team and be ready to save the day whenever needed.
  • Be the point of escalation for technical issues raised by customers frontline analysts and support colleagues.
  • Provide out-of-hours on-call support and be flexible with your working hours when the situation demands it.

Key Responsibilities

  • Become a mentor and guide new starters ensuring they're equipped to tackle their roles with confidence.
  • Be part of an elite team ready to jump in and save the day 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 breaking a sweat.
  • Own specific areas like shipping queries, factory issues, or scripting and become the team's trusted expert.
  • Collaborate with external partners to ensure new software versions align perfectly with our support needs.
  • Step into the shoes of the Senior Agent delivering engaging weekly knowledge transfer sessions that make learning a joy for everyone.

Essential Skills

  • Experience in containerisation technologies including Docker.
  • Experience in Linux operating systems such as Debian and Ubuntu.
  • Experienced knowledge of web servers such as IIS, Apache, and Nginx.
  • Experience in Ansible.
  • Experienced knowledge of querying databases such as Microsoft SQL, MariaDB, MySQL, Cassandra.

Desirable Skills

  • Knowledge of SSL Certificates and virtual server platforms.
  • Knowledge of deployment automation.
  • Proven 3rd line support experience.
  • Knowledge of scripting languages like Bash and PowerShell.