Technical Support Engineer - Hertford (Onsite) - £55k
Posted on Sep 23, 2022 by Stott and May
The Application Support Specialists role is a pivotal role that supports application and infrastructure. You will help to ensure that Customers and Partners have a seamless experience with our clients suite of products and hosted systems. Working as part of a global team you will be exposed to incidents and problems that have been raised primarily in the UK. However, with current and new Customers coming on stream in the near future this will include incidents raised across Europe, Asia and the US. The role gives you the opportunity to be part of a dynamic high performing team and also to be at the forefront of cutting-edge Retail and Web Retail technology.
This team is responsible for the provision of 3rd/4th level technical application support for a range of Unix and Windows-based systems running in Azure, AWS and on-prem. These systems are mainly Web and Java applications developed in a variety of open-source technologies including Unix, Java, Docker, Maria DB, Tomcat etc.
You will provide incident/problem diagnosis and resolution. Typically, the issues escalated to the team are complex and span across technologies, networks, and hardware. The role therefore requires a broad and high degree of technical knowledge across multiple platforms and technologies. Full training will be given in the Enactor suite of products
What we expect of you, day to day.
Included but not limited to:
*Responsible for supporting and ensuring the stability of our clients applications (Both hosted internally and hosted by our customers at their data centres and in-store)
*Follow Change, Incident and Problem management according to Enactor guidelines.
*Participate in change planning, deployment and review.
*Perform proactive maintenance activities, engage in creating scripts for automation activities, and perform root cause analysis and remediation.
*Write and maintain scripts to monitor system functionality and performance via Zabbix.
*Work on analysing and reproducing the issues reported by Enactor Customers.
*On occasions, and on a weekly rota basis, for urgent customer issues, provide out of hours support on investigating issues.
*Supporting Customer configuration changes from inception to delivery
*Proactively assign, manage and prioritize relevant support tickets on the ticketing queue using Zendesk
*Configuration management in multiple environments
*Support application deployment during hardware upgrades for production services
*Ability to take ownership and become subject matter experts in various parts of applications and systems.
What we're after
*Bachelors in a computing degree or engineering degree or relevant retail experience.
*2+ years experience (preferably in retail Back Office)
*Excellent level of English both spoken and written
*Solid working experience in an application support function driving high availability on active/active environments
*Excellent analytical and problem-solving skills with a strong automation/monitoring mind-set
*Experience using change, incidents and problem management systems such as Zendesk, Jira or equivalent. --- or Service Now or ticketing system or retail equiv -
*Excellent documentation skills
*Flexible and adaptable to changing priorities
*Hands-on approach with the ability to deliver to commitments
*Strong customer service focus with a desire to deliver a high-quality service
*Excellent ability to communicate effectively with technical and non-technical Customer stakeholders
*Strong communications skills with a demonstrable ability to interact and influence at all levels within the organization
Technical Skills -
Must have either proven themselves to be technically skilled or worked in a similar role that involved highly technical problem-solving.
Examples of this could include:-
-System testing - involving set up configuration, investigation and reporting of bugs/problems.
-Min 1 year experience in troubleshooting and working on Windows or Linux systems, including remote connection to, understanding of File organization and starting/stopping/managing processes.
-Min 1 year experience in testing, developing or troubleshooting a large and complex computer system of some kind.
-Experience conducting root cause analysis.
-Good working knowledge of application integration, testing
-Database - understanding of SQL and ability to query databases and investigate data issues.
-Experience with either UNIX/Linux, or Windows operating systems
Technical Skills - Desirable
*Knowledge of networking concepts and protocols such as DNS, HTTP, TCP/IP, PKI, SSL
*System administration and troubleshooting of live system
*Any retail experience especially in a web or store environment
*Experience with Cloud deployments in Azure and AWS.
*Experience planning, deploying and reviewing changes for critical applications.
*Experience in supporting Java applications that run in Apache Tomcat, JWS, or similar containers.
*Infrastructure set up and troubleshooting
*Experience of Docker/Kubernetes/Jenkins
*Linux or Windows setup and administration
*Linux Shell or Windows Powershell Scripting experience
*Experience in managing, owning and delivering high-quality projects to objectives and within time scales
*Understanding of Infrastructure/Server components
If you have any questions please reach out to me on (see below) or call me on (see below).