Job Description

IT 2nd Line Engineer

Open

Position Specification

IT 2nd Line Engineer

  

Position Title:

IT 2nd Line Application Support.

Reports to:

IT Operations Manager.

Department:

IT Operations.

Positions reporting to you directly:

None.

Position Summary:

Sitting with in the IT operations team the 2nd line Application Support will be working with the 1st line to support the Line of Business Applications used by the One Call Group of companies. These include Bespoke CRM Systems and case management systems.

The ideal candidates will have both business skills and technical IT knowledge, and demands an ability to manage multiple high-level tasks under pressure. Acting as a central point for all users issue, leasing with external support or internal develops to ensure good customer outcomes our primary focus.

Only general experience is required as in-depth application specific training will be provided by relevant parties.

Key Result areas:

Answering support calls via our IT Ticketing System (Jira), investigation of user issues and managing their subsequent resolution to target SLAs

Routine maintenance of the application and application hosting environments

Supporting the Problem Management team – providing root cause analysis and service outage analysis reporting

Management and administration of Application Performance Management

Application Capacity Management, performance analysis and optimisation

Service and Project reporting to the business

Documenting and recording change requests

Escalation of RFCs to the development team, to resolve issues.

Assisting with systems integrations

Creating knowledge articles for basic issues, intended for use by the IT Service Desk or end users in the knowledge repository

Being part of the daily early/late rota to provide constant support for system up time and take part in the out of hours support rota to be on call to deal with issues out of hours.

Context:

This role is primarily based within the Office although travel may be required from time to time to consult with third parties in respect of the IT function.

 

 

Skill and Competencies

Role Specific:

2+ years of commercial experience supporting Windows server / infrastructure – preferably in a similar role.

2+ years of commercial experience supporting users in an enterprise environment.

Support and administration of Microsoft technologies

Knowledge of IT security & associated technologies.

Good team player, but also able to work individually.

Good communication skills – spoken and written.

Customer focussed.

Knowledge of ITIL processes, including incident and change management.

Willingness to pass on knowledge to other members of the team.

Flexibility to work out of hours / from different sites.

Paid out of hours on call rota

Clean driving licence.

General Skills and Competencies:

Interpersonal skills – ability to build successful, mutually beneficial business relationships,

Wide ranging experience in operating at a senior level,

Ability to lead change management programmes,

Strategically minded,

Able to lead and develop on compliance, risk and controls,

Excellent verbal and written communication skills,

Strong ability to prioritise workloads and meet deadlines,

Ability to communicate with a wide range of people – customers and colleagues alike,

Organisational and planning skills,

Problem solving skills,

Full understanding of the company’s procedures

Other desirable skills:

Strong organisational skills

Friendly and Approachable

One Call Values and Attributes:

Building Trust     Doing the Right thing     Taking Ownership     Delivering with passion     Continually Improving

Qualifications:

Appropriate Industry Qualification(s) desirable but not essential for this role

Technical Knowledge/Experience:

Understanding of financial regulation.

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