2nd Level Technical Support Engineer

JOB DESCRIPTION

Title:

2nd Level Technical Support Engineer

Reports to:

Service Centre Manager

Based at:

Headoffice based

Main purpose:

To provide Technical Support to our customer base. This role will involve assistance with installations, providing ongoing proactive support and remote monitoring. Responsibility for working closely with the Product team and ensuring any operational ad-hoc fixes are incorporated into new software releases. Provide technical support and coordinate any 3rd party internal/external suppliers to reach an acceptable conclusion for the hotel/guest issues.

Key responsibilities and accountabilities:

·         Support installations and upgrades of Linux based platforms.

·         Provide proactive support and online diagnostics of live sites.

·         Development of scripts and tools where required to aid analysing and debugging problems from the field.

·         Ensure that Global Service Centre ticket queues are maintained correctly and ensure no backlog develops.

·         Provide proactive monitoring and either resolve directly or drive resolution through other teams.

·         Provide Technical escalation support for 1st level and 2nd level shift engineers.

·         Develop process document to help improve 1st / 2nd level shift engineers efficiency and allow them to resolve more issues themselves.

Competency / Performance Drivers

·         Works in team environment – excellent team player.

·         Methodical and proactive.

·         Excellent Communication skills both written and oral.

·         Able to work independently and prioritise effectively.

·         Strong analysis, verbal and written communication skills.

·         Ability to manage 3rd party suppliers

·         Ability to manage multiple tasks and prioritise.

Technical Expertise

Essential

·         Java/XML/Apache/JBOSS.

·         Database/SQL.

·         Sys Admin level of Linux knowledge.

·         Scripting languages; Bash, Perl.

·         Software/Server installation & support.

·         LAN/WAN/Remote Diagnostics/SNMP skillsets.

·         Networking including Cisco

·         Wifi knowledge

·         Knowledge of Web technologies, Java/J2EE, Linux, Postgres/Oracle, XML, HTML are desirable.

Desirable

·         Interactive Televisions experience.

·         Programming languages: Java, C.C++.

·         Cisco Certified Network Associate qualified

Shift work