The candidate will need to be eligible to obtain SC clearance and as such will need to have been a resident in the UK for 5 years. This role will be office-based 5 days a week so the successful candidate must be within commuting distance to our Southampton office.
How will you make an impact?
- Provide 2nd/3rd line engineering support to the product
- Provisioning, deploying, patching and upgrading primarily enterprise software hosted on the Azure cloud. Working closely with the development team to ensure successful deployment of software packages.
- Defining and implementing regular maintenance and health monitoring procedures.
- Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers.
- Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations.
- Participate in a 24-7 Out of Hours call out rota.
Have you got what it takes?
- The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important.
- Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good ‘customer service’ and how to deliver it is essential.
- Previous experience within an application, software or product support role is desirable
- The candidate will need to be eligible to obtain SC clearance and as such will need to have been a resident in the UK for 5 years.
- Working knowledge of Windows server and client technology, ideally supporting web applications and services
- Experience with web applications and configuration management.
- Efficient, effective and respectful communication skills both with customers and within internal departments. Including;
- Excellent written and spoken English
- Good listener, able to identify and validate assumptions
- Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
- Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
- Multi-tasking and time-management to prioritise and switch between varied tasks
- Focused and calm under pressure
- Careful record keeping
- Able to use initiative and to work effectively both independently and as part of a team
You will have an advantage if you also have:
- Knowledge of Azure Portal and familiarity with Azure services.
- Experience of Scripting
- Experience with basic SQL querying or report creation (Power BI)
- Knowledge of Elastic Search and Kibana
- Experience of configuring Application Monitoring and Dashboards.
- Experience working in an ITIL environment.
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