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3rd Line Application Support Specialist

4 months ago

Gateshead, United Kingdom De La Rue Full time

Join Our Team as a 3rd Line Application Support Specialist

About the Role

Are you ready to take your technical skills to the next level and become a hero in our Integration Specialist Team? We're on the hunt for a dynamic 3rd Line Application Support Specialist to join us

What You’ll Be Doing:

Tech Guru - Provide top-notch technical support to your peers and be the go-to expert in the team.

Team Player - Work closely with both local and central De La Rue Support teams, ensuring we hit our project milestones and SLAs.

Forecasting Whiz - Anticipate workload activities and keep everything running smoothly.

Escalation Expert - Be the point of escalation for technical issues raised by customers, frontline analysts, and support colleagues.

Incident Responder - Join the Major Incident Response Team and be ready to save the day whenever needed.

Flexible Superhero - Provide out-of-hours on-call support and be flexible with your working hours when the situation demands it.

Why Join Us?

Make an Impact - Your expertise will directly influence our success and help us exceed customer expectations.

Collaborative Environment - Work with an amazing team that's as passionate about tech as you are.

Exciting Challenges - No two days are the same You'll tackle a variety of tasks that keep things interesting.

Ready to be a part of our journey? Apply now and let's create something amazing together

Key Responsibilities

Help Us Shape the Future

  • Empower New Team Members - Become a mentor and guide new starters, ensuring they’re equipped to tackle their roles with confidence, whether during regular hours or on-call adventures.
  • On-Call Superhero - Be part of an elite team ready to jump in and save the day during on-call shifts or after-hours missions.
  • Create Magic for Customers - Play a crucial role in building new customer environments, mastering the art of creating key components without breaking a sweat.
  • Be the Go-To Guru - Own specific areas like PLA, shipping queries, Malta factory issues, or Ansible scripting, and become the team's trusted expert.
  • Lead with Knowledge - Step into the shoes of the Senior Agent, delivering engaging weekly knowledge transfer sessions that make learning a joy for everyone.
  • Team Up with Third Parties - Collaborate with external partners to ensure new software versions align perfectly with our support needs.

Drive Excellence in Operations

  • Craft Perfect Plans - Assist in drafting RfCs, ensuring flawless implementation and back-out plans that safeguard our environment.
  • Documentation Dynamo - Create, update, and maintain vital documents that make daily tasks a breeze.
  • Eagle-Eyed Proofreader - Proofread and polish documentation to ensure every detail is spot on.
  • Strategic Innovator - Help steer the team and IT Ops function towards a brighter future with your insights.
  • Continuous Improvement Champion - Stay updated with the latest best practices to keep our services top-notch.
  • Escalation Maestro - Take charge of escalated issues, managing them to completion and keeping everyone informed.

Collaborate and Innovate

  • Smooth Operator - Work with 3rd party suppliers and users to ensure seamless project delivery and swift issue resolution.
  • Application Support Pro - Provide expert support for bespoke solutions, adhering to incident and problem SLAs via our service management tool.
  • Global Traveler - Be ready for exciting trips to customer sites, supporting deployments and integrations at a moment’s notice.
  • Problem Solver - Identify recurring issues and collaborate with support teams to find lasting solutions.
  • Application Admin Expert - Handle all aspects of application administration and maintenance with finesse.
  • Security Sentinel - Respond to security issues using SIEM and other monitoring tools to keep our systems safe.
  • Training Whiz - Offer on-the-spot training and guidance to colleagues, sharing your knowledge generously.
  • Defect Detective - Clearly define and communicate defects in the production environment, ensuring quick resolutions.

Contribute to Our Success

  • Test and Support - Assist in testing and supporting proposed application changes, ensuring smooth transitions.
  • Compliance Champion - Always act in accordance with De La Rue’s guidelines and policies.
  • Performance Partner - Engage fully in the performance development review process, striving for continuous improvement.

And remember, this list is just the beginning You'll have the opportunity to take on other exciting duties within your capabilities to support our business needs. Join us and be part of a dynamic, supportive team making a real difference
 

Contract type: Permanent

Working hours: Full Time

Base location: Basingstoke / Gateshead

Skills, Qualifications & Experience

Essential Skills

  • Experienced knowledge of Linux operating systems such as Debian 11 and Ubuntu 24.04.
  • Experienced knowledge of containerisation technologies including Docker.
  • Experienced knowledge of Ansible.
  • Experienced knowledge of querying databases such as Microsoft SQL, MariaDB, MySQL, Cassandra.
  • Experienced knowledge of web servers such as IIS, Apache and Nginx.

Desirable Skills

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

Other Useful Skills

  • Knowledge and skills supporting and deploying packaged applications and message broker systems.
  • Knowledge of Track and Trace solutions, build processes and implementation plans.
  • Knowledge of current Windows Server operating systems.
  • Knowledge of MariaDB, ElasticSearch and RabbitMQ.
  • Knowledge of supporting highly available environments.

About De La Rue

De La Rue’s purpose is securing trust between people, businesses, and governments.

We operate across six continents to provide highly secure physical and digital solutions to 140 countries. As an authentication and currency provider we are the trusted partner of choice for governments, central banks and businesses seeking to secure their global supply chains and cash cycles.

Specialising in product design, international manufacturing, and digital solutions, we are trusted by governments, central banks and brands to provide secure products and services that protect economies, revenue sources and reputations. Our solutions enable businesses and people to participate securely in the global economy whilst protecting people from the impact of counterfeiting and illicit trade.

Benefits

  • Hybrid working opportunities
  • 26 days annual leave + bank holidays
  • Chance to buy or sell holiday as part of our Annual Leave Flexibility Scheme
  • Contributory pension scheme (De La Rue pay 1.5x the employee’s contribution up to a maximum of 9%)
  • Life assurance - 4x your annual salary
  • Private health insurance – No cost for single cover, subsidised rates for additional dependant cover
  • Sharesave Scheme – opportunity to buy shares in De La Rue
  • Cycle to Work Scheme
  • Subsidised Gym Memberships
  • Various other perks and Employee Assistance packages
  • Enhanced family friendly policies

Please note that applications are reviewed on a rolling basis and therefore interviews may be held prior to the closing date for this vacancy.

***This position is located in the UK. To be eligible for consideration, you must be authorised to work in the UK without sponsorship