First Line Support

3 weeks ago

Swindon, United Kingdom The People Network Full time

Frontline Technical Support Engineer (SHIFTS)

Hybrid – Swindon, Wiltshire


We are currently hiring for a Frontline Technical Support Engineer to join our clients growing Service Operations team, who collectively deliver world-class, seamless 24/7 IT operations support, through effective system monitoring and providing a professional and provide highly engaged, and technically solution-focused team to our clients.


You will be using tools, techniques, and initiatives to achieve best-in-class service, ensuring all clients and systems are optimised and updated during the most convenient times to maintain BAU functions. You will also act as a rapid response service, responsible for Major Incident Management, Incident Management, Restoring of Service, Advanced System Monitoring, and delivery of control system changes.


This role will be hybrid with 2 days a week in the office and a salary of up to £29,000, a 5% Bonus, and a 20% Shift Allowance.


Essential Duties and Responsibilities:

  • Act as a bridge between clients and the wider PPS business and teams Deliver a rapid response to all tickets and alerts to ensure a quality service and any BAU disruption is keep to a minimum.
  • 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
  • Staying 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.


What we want from you:


Essential:

  • 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


Degree or equivalent in a computer science or a scientific/technical discipline (desirable)


Behavioural

  • 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


If you are currently looking for a new challenge please APPLY NOW

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