IT 2nd Line Engineer
IT 2nd Line Application Support.
IT Operations Manager.
Positions reporting to you directly:
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.
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
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.
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,
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
Appropriate Industry Qualification(s) desirable but not essential for this role
Understanding of financial regulation.