1st Line Support Engineer

Vision Municipal Solutions; Swindon; Hybrid; GBP 25,000 - 29,000; Full time

Job description

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V-32581

£25,000 - £29,000 Per Annum

Full Time

Permanent

Swindon, Wiltshire

Job Description
Frontline Technical Support Engineer (SHIFTS)
Hybrid Swindon, Wiltshire
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 kept 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 SLAs, 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 Sops wider team, to succeed in Service Delivery.
• Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistent 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.