First Line Support Engineer-1 - Loughton, United Kingdom - Trapeze Group Limited

Trapeze Group Limited

Verified Company

Loughton, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Summary:
Participate in the implementation of extensions to customer systems as required in response to customer orders.

Job Description:

Customer

Communicate and where necessary respond to issues found or incidents in a timely and professional manner to the customer.
Work in part of a 24/7/365 shift rotation to provide incident response and provide direct customer assistance.
Where required, restore failing services as quickly as possible and participate in Major Incident Reviews.
Implement already defined configuration, availability, continuity, release, and radio management processes and procedures.
Detection of issues prior to their direct impact on the operation of the system
Incident resolution and communications with the customer. Effective resolution of out of hours incidents
Incident response time and contribution to problem investigation
Effectiveness of procedure implementation, including implementation of planned changes.

Service Delivery Team

Providing direct investigation of system incidents to determine the cause and effect rectification or provide sufficient information to third line to fix software issues.
Participate and contribute to planned changes and works which are required in BAU and for improvements
Work in part of a larger project team in developing and implementing improvements on systems processes.
Participate in proactive incident investigations across all systems as required.
Effectiveness at responding to incidents and quality of information feed to third line.
Improvements to effectiveness of the Services
Effective implementation of allocated work packages.
Effectiveness of escalation and incident resolution.
Elimination of recurring incidents where cost effective.

Worker Type:
Regular

Number of Openings Available:
1

And a fantastic opportunity to join a market leading Software Company.