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Frontline Technical Support Engineer

2 months ago

Swindon, Swindon, United Kingdom The People Network Full time

Job Summary

The People Network is seeking a highly skilled and experienced Frontline Technical Support Engineer to join our Service Operations team. As a Frontline Technical Support Engineer, you will be responsible for delivering world-class, seamless 24/7 IT operations support to our clients.

Key Responsibilities

  • Act as a bridge between clients and the wider PPS business and teams to deliver a rapid response to all tickets and alerts.
  • 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.
  • Stay 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.

Requirements

  • 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.

Behavioural Requirements

  • 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.