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Senior Technical Support Specialist
1 month ago
FORTNA is a leading provider of omnichannel and parcel distribution solutions.
We are seeking a highly skilled Senior Support Engineer to join our team.
The successful candidate will be responsible for overseeing incident management, resolving technical issues, and ensuring the highest level of client satisfaction.
Key Responsibilities:
- Oversee incident prioritization, escalation, and resolution processes.
- Establish and enforce incident response service level agreements.
- Analyze performance metrics and implement improvements to enhance service quality.
- Lead incident response teams during escalated incidents.
- Conduct trend analyses and root cause analyses to prevent future incidents.
Technical Requirements:
- Strong experience in Linux RHEL/OEL/CentOS administration.
- Strong experience with VMware or other virtualization experience.
Requirements:
- College diploma or university degree in a relevant field.
- Alternatively, 5 years of equivalent work experience with IT Service Management (ITSM) and IT Infrastructure Library (ITIL) methodologies.
- Strong knowledge of computer hardware and desktop/server operating systems.
- Experience in application support and diagnostic utilities usage.
- Demonstrated experience in managing technical support teams and developing service level agreements.
Personal Competences:
- Excellent relationship and performance management skills.
- Strong interpersonal and communication skills.
- Attention to detail and problem-solving abilities.
- Customer service orientation and ability to work collaboratively.
What We Offer:
- Competitive starting salary of £39,000, commensurate with knowledge and experience.
- Pension: Contributions matched up to 7%.
- Health Insurance: Private Medical Insurance coverage provided.
- Healthcare Cash Back Plan: Contributes to everyday healthcare costs such as dental, optical, prescriptions, and various physical and mental therapies.
- Employee Assistance Program: 24/7 support program available to employees.
- Holiday Leave: 25 days holiday per annum.
Work Conditions:
- Additional working hours may be required for incident response.
- Ability to sit for extended periods and occasional travel.
At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities.
Join us in our mission to deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.
