3rd Line Software Support

2 days ago

Worthing, United Kingdom ParentPay Full time

Overview:
ParentPay deliver online payments, management information systems, income management, parental engagement and school catering solutions to over 27,000 schools and caterers across the UK, the Netherlands and Germany.

As the world of education is in a constant state of flux, ParentPay exists to help schools adapt to change, giving them the power to evolve and thrive in the new environment in which they find themselves. Based on a strong commitment to make life easier for schools and parents, the organisation’s vision is to enable schools to create time for learning and improve educational outcomes for young people.

ParentPay recently acquired ESS, a leading provider of management information system and related software for the education sector. We have grown from 270 to 1,000 people this summer and are at a very exciting juncture in our growth trajectory. This, coupled with longer-term ambitious growth plans, means we are now looking to expand our UK Talent Acquisition team.

We are seeking **Application Support Engineer **to join the ParentPay IT/Technical Operations team.
**Key Objectives**
- **
- Managing changes and adhere to PP change management processes
- Service improvement + documentation
- Working to SLA Targets

Key Responsbilities- Diagnose and resolve issues by carrying out root cause analysis.
Be proactive in flagging, escalating, and owning the resolution of site reliability and performance issues across our digital estate.
- Review, update and create documentation for standard or any bespoke working procedures.
- Work closely with support and development teams to accelerate delivery of our service to business.
- Ability to work collaboratively in small teams.
- Able to present and discuss alternative solutions to problems.
- Harness the insights provided by our monitoring solutions to inform where improvements should be made.
- Provide insight into how we can better deploy resilient, highly available systems.
- Use agreed processes in line of maintaining good standard of working and industry best practice whilst looking for opportunities to do things better.

About You
- You have ‘Can do’ attitude with excellent problem-solving skills.
- Ability to query data using SQL scripts adhering to best practices so you must understand SQL.
- You have experience of using remote support tools.
- Experience in working with schools MIS like SIMS is desirable.
- You have excellent verbal and written communication skills and work well with others.
- ITIL foundation is desirable.
You are highly motivated and proactive, with a positive attitude and desire to leave things better than you found them.
- You are a strong team player and can work independently without constant management.
- You can work well under pressure to respond quickly to any production issues and find meaningful workarounds until a release can be made.
- You are flexible and adapt readily to changing priorities and working practices.

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