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Application Support / App Support / Incident Management


(Tank Recruitment, (NPPV/SC) Incident Management 2nd Line Support Engineer, SQL Queries, MCP, MCSE, Wiltshire, Perm £24K - £28K)

This role's primary focus is to provide application and systems support to a wide range of emergency customers alongside ensuring incidents and service requests are completed at the highest standard within agreed target times.

To achieve this the role will involve:

Incident Investigation/resolution/ownership, Liaising with 3rd line development teams, Providing technical support to end users, Providing technical support/liaison with 3rd parties as required, General housekeeping and maintenance tasks, Performing regular software updates and upgrades either remotely or at customer sites, Carry out/manage/own technical 'Changes' (RFCs) either remotely or at customer sites, Assist with Problem Management/Change process, Adhere to all company procedures in line with company policy, Follow company supported processes such as ITIL, ISO20000-1, Excellent customer service at all times, 1st/2nd line application and systems support, Responsible for monitoring allocated customer's incidents/service requests in accordance with ISO20000-1 Process and Procedures.

Service Competencies (Technical Skills)

Good working knowledge of Microsoft Windows Operating system for both Server and Workstation implementations, Good working knowledge of Microsoft Windows diagnostic tools, Good working knowledge of TCP/IP networking including use of diagnostic tools, Good working knowledge of SQL and ability to construct queries and analyse results, Ability to investigate application layer issues, Problem solving mentality, Ability to plan own workload and be self-motivated, Comfortable working alone or as part of a growing team, Confident in communicating with key stakeholders and Management both written and oral, Expected to liaise with customers/support teams/Service Level Managers/Development and Product Teams on a regular basis, Excellent customer facing skills, Ability to work within time constraints defined by the customer's service level agreements, Communication and negotiation skills.

To apply for this great opportunity to join one of the UK`s leading service providers please send you up to date CV