Technical Support Engineer

My client are seeking an experienced technical support professional to provide installation, troubleshooting, problem resolution and maintenance support to a diverse client bae within the Managed Services domain. to Managed Service customers and Projects within key sectors.

You will also be responding to technical questions from customers and diagnoses, as well as ensuring customer satisfaction by advising customers on preventative maintenance and configurations that may impact performance.

You will also provide support in relation to IT issues, incidents, and service requests predominantly around core platforms and integrated third party services. You will also help sustain high Service Level Agreement (SLA) results to ensure quality of service to customers and business end users.

You will be responsible for supporting both internal and client-facing platforms and systems throughout the Integrated Business Software & Solutions MS Azure and client private cloud and on premise installations. You will have responsibility for day-to-day operational and technical support for these systems across all server systems and platforms.

Role Responsibilities

- Technical Support for Integra finance system software by monitoring, troubleshooting and problem resolution of technical Incidents.

- Installing, upgrade and administer Oracle/MSSQL Server and Integra finance system on a selection of operating systems and infrastructure

- Database administration (MSSQL/Oracle)

- Install and upgrade new implementations, additional Integra modules and components and/or provide additional functionality to meet the customer needs, in line with contracted obligations.

- Working with Delivery Managers, Project Managers, Support Teams or Application Consultants to deliver the technical build / configure functions as required and ensure these are completed in line with the agreed project plan

- Ensure systems, applications and services run and meet business SLA targets

- Ensure that any technical upgrades / installations / configurations are onto the correct version, any pre-requisites are identified, and upgrades planned and coordinated correctly

- Ensure the hosted and client’s technical infrastructure and associated environments are optimised and operating effectively.

- Investigation and analysis of client and monitoring software raised cases in ServiceNow call logging solution

- Support BACS transmission process for hosted clients

- Support the pre-sales and sales teams as required

- Create and maintain process documentation

Requirements:

- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

- Experience with cloud environments and integration with on-premises infrastructure and Azure certifications such as Microsoft Certified Azure Administrator Associate or similar.

- Previous working experience in a technical support helpdesk.

- ITIL v4 Foundation.

- Experienced using standard MS Office applications.

- Experience with Nagios and Microsoft Analytics.

- Working knowledge with Oracle and or SQL Server databases / DBA administration.

- Experience using call logging solutions.

- Maintenance of Microsoft Windows – Group Policy Objects, Active Directory.

- Unix – General administration knowledge.

- PowerShell/Scripting – proven experience in creating and maintaining scripts.

- Requirement for security clearance.

- Customer Services skills.

- Communication, both written and verbal.

- Good presentation skills – able to present issues and solutions to customers both internal and external.

- Excellent problem-solving skills and the ability to troubleshoot complex issues.

- Effective communication and collaboration skills, with the ability to work well in a team environment and individually.

- Keep calm under pressure.

- Good communication, both written and verbal.

- Effective time management.

If this sounds like you, please apply now