Role: Support Helpdesk Consultant (Mobile Device Application Support)
Reports To: Support Manager
Based At: Peacock Engineering Offices – Leeds. This role may involve semi-regular travel to head office in Buckinghamshire for training, collaboration, and keeping in personable contact with colleagues on working groups.
Skill Requirements (Technical):
-Experience supporting mobile device, iOS or Android applications in commercial application, and experience with mobility application backend platforms such as IBM Mobile First would be of considerable interest. Mobile Device Management software experience a distinct advantage. Working in a Support or Application Support role closely together with a mobile app dev team an advantage.
-Experience in a Support role supporting infrastructure, VMs, clusters, and database configurations with regards to resource management, capacity monitoring and performance tuning would be beneficial.
-Experience with IBM Maximo or similar EAM systems would be a distinct advantage but PEL would provide self-learning tracks and accreditation paths for successful candidates eager to enter, progress and succeed.
-Experience within the field of Application Support would be very advantageous; experience supporting any bespoke web-based application which utilises a backend database and application/web servers would be of interest. Experience with SQL querying to triage and fix in the backend database an advantage. Java/J2EE, IBM WebSphere or Apache Tomcat, and relational database experience in SQL, Oracle or DB2 advantageous.
-General IT and networking/OS skills are essential: Active Directory, Windows Server, DHCP, DNS, SSH, SSL, SNMP, VMWare, SQL Studio etc.
Skill Requirements (Personal/Attributes):
-Due to considerable amounts of virtual working and interaction with colleagues in different physical locations within both the UK and internationally, it is essential that successful applicant has the drive and ethic to succeed working in small teams physically but in larger efforts virtually. Self-drive to communicate constantly using web collaboration and video conferencing is essential.
-Successful applicant will demonstrate excellent support desk skills and attributes:
- a positive and optimistic approach to problem solving with detective-like troubleshooting skills
- first-class communication skills where phone contact matters more than mail
- real respect for the customer, never condescending or patronising
- real passion for the product: will ‘tinker’ through own self-interest
- ability to work in the Support liaison role with (virtual) mobile application development teams
- analytical and process-oriented approach: step by step analytical investigation utilising a structured and methodological approach to identifying root causal factors
- will constantly keep customers updated of progress and own cases and tickets
- polite, tactful, helpful nature, ready to work ‘with’ not ‘for’ customers
- ability to understand support scope and remit in contractual support agreements
- a real desire to help and assist customers and set benchmarks for others in doing so
-ITILv3 qualified; or experience working in an ITIL service desk environment with associated process, terminology, practises and concepts advantageous.
-High competencies in deciphering logs, researching error messages, collating supporting data for escalations upwards, researching knowledge base articles and previous ticket records, presenting diagnostic actions in the form of Investigation-Action-Result reports.
-This role involves supporting 24/7 uptime applications under a rota system with out of hours working where necessary for P1 severity incidents. Experience or enthusiasm to respond to P1 incidents with efficient and expedited 1st and 2nd line triage and resolution and a desire to make a difference in emergency situations essential.
-To receive, troubleshoot/diagnose/triage 1st and 2nd line support queries from PEL’s customer base.
-To resolve at first pass where possible, or escalate to 3rd line where necessary, including details of all actions, logs taken, triaging undertaken and potential root causal factor identification.
-To log, prioritise and correctly process incoming issues through the ticketing system (IBM Maximo), adhering to contracted response and resolution times.
-To own and maintain personable working relationships with customers based on trust and customer-perceived values of service and technical expertise.
-To keep in continuing contact with the customers regarding open tickets and issues and to provide updates and feedback for the duration of open cases.
To apply in the first instance, send cvs to email@example.com
No agencies have been employed to recruit this position.
Your cv will not be redistributed to any other party outside PEL.