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Senior IT Application Support Engineer

2 months ago

United Kingdom Iron Mountain Full time

THE OPPORTUNITY

Title: Senior IT Application Support Engineer

Location: UK, fully remote


The Global Product Support

This organization supports Digital Solutions at Iron Mountain. Digital Solutions enable full lifecycle management for Customers’ physical and digital records and information and provide predictive insights into that information, through a consumer quality user experience. This critical organization is instrumental in supporting Iron Mountain customer's digital transformation and expanding Iron Mountain's relevance as global Information Management Services provider. We are a growing team creating an exciting new product utilizing the latest technology in machine learning and cloud services, in addition to supporting existing digital solutions across multiple platforms.



Job summary:


We are looking for a talented Sr. IT Application Support Analyst who has the experience necessary to monitor, troubleshoot and maintain the stability and performance of applications deployed on customer Premises and cloud services. The candidate has in depth knowledge of IT service delivery principles, incident management, problem management, and change management.


The candidate has a solid understanding of Windows Servers configuration and troubleshooting, IIS configuration and troubleshooting in order to onboard new clients onto Envision digital solution platform.

When needed, this candidate will provide technical leadership to other team members and will manage the completion and communication of planned work. In this role, the candidate can pivot from planned work to unplanned mission critical tasks that demand quick responses in order to delight our clients.

The ideal candidate will review reported incidents, will perform root cause analysis and deep diagnostics while maintaining ownership of the relationship with the client until the incident is resolved. In addition to solid technical, analytical, and troubleshooting skills, the candidate must have great customer service skills allowing them to confidently interact with customers and explain highly technical concepts in simple, easy to understand terms. Proactive communication and engagement with product owners, sales, engineers and development teams are required.



Your role in our mission:


  • Troubleshoot and analysis of system issues as they arise
  • Join critical incident calls for priority issues as the Digital Solution Expert
  • Work with Engineering and PS teams to troubleshoot and resolve issues
  • Analyze & Enhance digital platforms in terms of solution, stability & scalability
  • Manage application monitor notifications and review systems to proactively address problems to meet or exceed expected performance
  • Work with Project Management, Sales, and Implementation teams on Proof-of-Concepts, and some scoping and sizing requests
  • Identify areas of process improvements and automations
  • Bring Efficiencies in solutions by automating our solutions & reducing turnaround time
  • Apply best practices in IT service delivery principles , incident management, problem management, and change management
  • Coordinate and system changes and represent the team on Change Management meetings
  • Customer Focused mindset to provide exemplary customer service
  • Ensure effective and consistent status communications with customer, team, and management
  • On call duty rotation


Functional Knowledge, Skills:


  • Minimum Bachelor’s degree or equivalent experience.
  • Strong communication, collaboration and problem solving skills with a track record of delivering production grade systems in a team environment
  • Motivated individual who learns quickly, has pride in building a new product and can engage others to accelerate technical solutions
  • Strong Experience with Windows Servers implementation and configuration.
  • Strong Experience with SQL Servers and Oracle Servers implementation and configuration.
  • Experience in writing and SQL Running Queries, Stored Procedures, Triggers etc.
  • Strong Experience in installing and configuring desktop applications and Tools.
  • Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, M-Files or Nuxeo strongly desired
  • Experience in TCP/IP and in troubleshooting Network Issues.
  • Experience with .Net, JavaScript
  • Excellent ticketing experience
  • Excellent remote troubleshooting experience
  • Excellent customer service skills
  • Familiarity with, REST API technologies desired
  • Proven years’ experience in leading & supporting Enterprise level applications


Discover what awaits you:


Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)

Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).

Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.