Support Technical Engineer (ServiceNow, AWS, Splunk, Cloud)

Leeds (Hybrid)

Permanent

£38,000 - £50,000 (DOE)

Technical Support Engineer needed for a permanent role based in Leeds. Hybrid working with 3 days/week onsite and 2 days/week remote working (WFH).

A chance to work with a leading global digital transformation business providing second-level technical support to customers. Start ASAP, ideally in September/October 2023.

Good experience of tooling across the service such as: Jira, ServiceNow, Splunk, AWS, and secure pipelines is essential.

Key experience + responsibilities will include:

• Must offer previous experience as Support Technical Engineer, or similar role in a technical environment.
• Diagnosing, troubleshooting complex IT related issues for products and services.
• Actively respond to escalated support tickets, ensuring prompt resolution and client satisfaction.
• Resolving technical issues in software applications, systems, and networks.
• Good experience of tooling across the service spectrum such as: Jira, ServiceNow, Splunk, Dynatrace, Grafana, Cloudwatch, AWS, Github and secure pipelines.
• Proven working experience in a live service environment, resolving incidents + customer relationship management (CRM) tools.
• Experience with fault finding, driving up first time fix ratios and advocate ITIL best practice processes within the business.
• Knowledge of the following programming languages is desirable: Java, JVM, DynamoDB, AWS IAM, CloudWatch, PagerDuty, Tooling TypeScript, Node.js, SRE, AWS Data Pipeline & Visualisation and Scripting.
• Good proven working experience in a live service environment, resolving incidents, ITIL best practice processes within the business, Have previous experience of fault finding, driving up first time fix ratios.
• The Technical Service Desk provide a Level 2 Support capability to investigate, diagnose, monitor and resolve alerts and incidents, appropriately escalating activities for onward support from the wider support model.
• Working as part of a team that delivery 24/7/365 service provision of service monitoring and incident response on a rotation basis via shifts.
• Your role will be day shift only, but you will be part of a wider team that cover 24/7 delivering a service that is at the heart of the digital footprint across all client services.
• Day Shift Hours between 7am-7pm (8 Hours Per Day with 1 hour lunch)