Lead Support Engineer
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| Job Type | Permanent |
| Area | Homebased, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | LH10212 |
- Description
Salary: up to £40,000
The Support Team provide support for the configuration and use of our clients software solutions for the healthcare market, as well as a number of standalone products across the company. The role of Lead Support Engineer will form part of a new team that has been created within the Service and Support department to provide support to the service desks on investigation of incidents through to resolution, identify workarounds and investigation for problem root causes. The role requires collaboration between multiple resolver teams, problem management, technical and development. Using technical skills and knowledge of the WINTEL platform to assist in resolution of incident, progression of problem records and
cross-train the service desk teams; enhancing the capability of the service provided from first response. The Lead Support Engineer will also have line management responsibility of the Support Engineers.
Education & Experience:
· MCSE or equivalent knowledge and experience
· Microsoft SQL Database Administration knowledge and experience
· Good understanding of Web Services and technology such as IIS, MQ, XML and .NET
· Good understanding of WINTEL technology, networks, and storage
· Experience and knowledge of JIRA and Confluence ITSM Tool
· ITIL Foundation qualification or experience of working within an ITIL Service framework
Responsibilities:
· Collaborate on incident investigations between service desks & problem management
· To provide support to the service desks within a 3rd line capability for identification of workarounds
· To investigate problems for identification of a root cause and steps to recreate
· To document and maintain knowledge base articles for sharing of knowledge attained. This will also involve cross-training within the service desks
· Manage the support of customer issues using the company ITSM tool, JIRA
· Use initiative to process and prioritise faults according to incident management practice
· Be involved in the identification, creation and running of data fixes
· Keep abreast of the technology used for all applications and services provided
· Provide documentation to the service desks to educate of the solutions and services provided
· Line management responsibilities to include management of annual leave, sickness and appraisals
· Responsible for assignment of issues and prioritisation
· Responsible for management of critical and major incidents as they occur collaborating across all resolver teams
· Any other activities in support of the business which can reasonably be expected to fall within the capabilities of the employee.
Job Title: Lead Support Engineer
Location: Home based
Salary: up to £40,000
Job Type: Permanent
Job Reference: LH10212
Wilde Associates is working in the capacity of an Employment Business for this role
