Salary: £To be confirmed on application (our client has asked for this not to be advertised).
Location: Birmingham - Five days per week on site. Participation in an on-call rota is required. On-call allowance is provided.
Contracting Authority: Government Client
PERM ROLE
Clearance: Applicants must hold or be prepared to undergo DV prior to starting the role. Client will sponsor.
Essential Requirements
Experience in an IT support environment, ideally at 2nd Line Support level. Strong 1st Line candidates with relevant experience may also be considered.
Strong troubleshooting and incident resolution skills, dealing with issues escalated from the Service Desk.
Ability to diagnose issues, resolve where possible, and elevate complex incidents to senior engineers when required.
Experience supporting business-critical applications and services.
Good knowledge of the technologies and tools listed in the job description (the hiring manager confirmed these are the core technical requirements).
Candidate Profile
Strong customer service and end-user support focus.
Confident communicator who can engage effectively with users experiencing technical issues.
Able to work in a highly secure IT environment.
Willingness to learn organisation-specific applications, infrastructure and processes.
Comfortable working independently and taking ownership of support tickets through to resolution.
Key Skills
Understanding of ITIL process, incident management, change management and problem management including working to strict SLAs.
Ability to understand business logic, technical tools and be an analytic thinker.
An understanding of application backup, restores and the Application Disaster Recovery (DR) process.
Experience
Previous experience of Incident and Service Request resolution using Service Management Tools.
An appreciation of Application languages and technologies including SQL, HTML, .Net, C# and IIS hosting.
Experience in utilising appropriate ITIL based Incident, Problem and Change Management processes and procedures to support and maintain applications.
Desirables
Broad understanding of Application languages and technologies including SQL, HTML, .net, C# and IIS hosting.
Previous experience of working in a 2nd Line Application Support role.
ITIL v3/4 - Foundation.
Our dedicated team would be pleased to discuss in more detail how we may be able to help
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