Global Support Service System Specialist

19 Mar 2017
22 Mar 2017
Contract Type
Full Time
37.5 hours per week worked Monday to Friday between core hours 7am and 7pm

To include an on-call (24/7) rota.

Competetive Salary + On-call shift allowance

We have an exciting opportunity to recruit a Global Support Services System Specialist. This is a support role, covering software, hardware and maintenance support of the Stockonnect solution.

Dealing with technical escalations from either our global support services helpdesk or customers. You will provide detailed diagnosis and resolution of complex technical issues relating to software or hardware problems that cannot be resolved by our helpdesk technicians. You will be required to liaise directly with our customers and suppliers in order to identify and resolve any issues. So being customer service focused and approachable is essential to succeed in this role. You must be a quick learner with an analytical mind, able to think on your feet and have good prioritisation skills.

Specific responsibilities:

- You will review and verify the details of any support request, become the owner of the request and be responsible for support communication to the customer.
- Provide a rapid response to a case queue of application incidents/cases, logged via phone and email.
- Each support request will be assigned an SLA based on priority, the candidate must be capable of adhering to these SLAs and managing their workload in accordance with these priorities.
- Configure application environments (database, client systems, hardware) for new application/customer implementation projects.
- Monitor systems, pro-actively identify problems and escalate to colleagues for resolution.
- Complete testing for ByBox applications and hardware, reporting back on errors/issues found and providing updates of test progress.
- Help to develop relevant test scripts for ByBox applications and hardware, ensuring conformity with system requirements.
- Maintaining a close working relationship with our in-house development team to ensure bugs / issues raised are understood and handled efficiently.
- To assist in the creation and maintenance of Stockonnect support information in the ByBox Knowledge database. This includes, but is not limited to, business process documentation, technical documentation and project documentation.
- Cross training on ByBox's wider suite of bespoke applications and infrastructure will be provided as required.

The successful candidate will be someone from a similar IT Application support or similar customer focused environment. A knowledge of supporting Microsoft technologies (including Windows Server, SQL Server, .NET C# Applications) is essential as is being able to demonstrate an ability to trouble-shoot across different systems (from embedded applications to web-based APIs).