Role Summary
• Primarily a field based software support role with frequent time spent within South-East office locations
Working Relationships
• UK – Project Managers, Service Managers, Technical Lead
• PT – Service, Software Development, Engineering
• Availability to travel within UK on a continuous basis
• Availability to travel outside UK occasionally
Essential Software skills
• 5 years+ experience working in an Application\Software Support Environment.
• Experience working with Windows Operating Systems, including XP, Win 7, Win 8, Windows Server 2012 and be able to configure PCs and Servers Diagnose and troubleshoot errors.
• Strong analytical skills to carry out root cause analysis on bespoke applications or MS Operating Systems.
• Remote support experience, preferably VNC
• Complex troubleshooting skills is an advantage.
• Microsoft SQL Server Experience with Transact - SQL.
• Networking Experience, as minimum CompTIA N+ level or similar.
•String MS Office skills, including Word and Excel.
Hardware skills
• Willing to be ‘hands on’ and with experience of diagnosing hardware faults.
• Be able to build and troubleshoot desktop computers and peripherals.
• Working knowledge of networking infrastructure, cabling, electrical schematics and electromechanical equipment.
• Experience in electrical and electromechanical testing.
• Eligible to work in the UK with full driving license and geographically mobile.
• Must be comfortable operating independently within customer environments.
• Must be self-motivated.
• Have a passion for excellence.
Desirable
• Relevant experience of working in Aviation, Government, Security or similar environments.
• Windows Server building experience is an advantage
• Knowledge of biometric technologies \ equipment is an advantage
• Awareness and understanding of ITIL processes
Must be clearable to UK Government Security Clearance (SC) level.
Key Responsibilities
• Reporting to a Service Delivery Manager closely liaising with a Technical Lead, analysing incidents and investigating root cause of problems. Present findings via incident reports.
• Routine system maintenance and server checks to ensure system is in correct working order and applying software fixes and updates.
• Testing and configuration of new systems either OS or bespoke Vision Box equipment.
• Completion and ongoing management of technical documentation.
• Identifying faults both remotely and at sites.
• Responding to incidents, supporting Level 1 and Level 2 engineers, performing break/fix activities after escalations from sites.
• Liaising with customers on site, via telephone or remotely and proactively communicating with UK and Head Office Teams, escalating issues and identifying areas where service can be improved.
• Analysis of system performance.
• Responsible for compliance with company policies including Health and Safety, Vehicle use, Expenses etc.
Interpersonal Skills
• Ability to work under pressure and be able to priorities and focus with clear problem solving.
• Must be comfortable operating alone either in an office or within customer environment or working within a small team.
• Must have excellent time management and organisational skills, able to communicate well to customers and be comfortable liaising with other colleagues overseas.
• Well presented.
• Experience of working in an international culture and in an ITIL service environment an advantage.
Role Summary
• Primarily a field based software support role with frequent time
spent within South-East office locations
Working Relationships
• UK – Project Managers, Service Managers, Technical Lead
•
PT – Service, Software Development, Engineering
• Availability to travel within UK on a continuous basis
• Availability to travel outside UK occasionally
Essential
Software skills
• 5 years+ experience working in an Application\Software
Support Environment.
• Experience working with Windows Operating Systems,
including XP, Win 7, Win 8, Windows Server 2012 and be
able to configure PCs and Servers Diagnose and
troubleshoot errors.
• Strong analytical skills to carry out root cause analysis on
bespoke applications or MS Operating Systems.
• Remote support experience, preferably VNC
• Complex troubleshooting skills is an advantage.
• Microsoft SQL Server Experience with Transact - SQL.
• Networking Experience, as minimum CompTIA N+ level or
similar.
•String MS Office skills, including Word and Excel.
Hardware skills
Willing to be ‘hands on’ and with experience of diagnosing hardware faults.
Be able to build and troubleshoot desktop computers and peripherals.
Working knowledge of networking infrastructure, cabling, electrical schematics and electromechanical equipment.
Experience in electrical and electromechanical testing.
Eligible to work in the UK with full driving license and geographically mobile.
Must be comfortable operating independently within customer environments.
Must be self-motivated.
Have a passion for excellence.
Desirable
Relevant experience of working in Aviation, Government, Security or similar environments.
Windows Server building experience is an advantage
Knowledge of biometric technologies \ equipment is an advantage
Awareness and understanding of ITIL processes
Must be clearable to UK Government Security Clearance (SC) level.
Key Responsibilities
Reporting to a Service Delivery Manager closely liaising with a Technical Lead, analysing incidents and investigating root cause of problems. Present findings via incident reports.
Routine system maintenance and server checks to ensure system is in correct working order and applying software fixes and updates.
Testing and configuration of new systems either OS or bespoke Vision Box equipment.
Completion and ongoing management of technical documentation.
Identifying faults both remotely and at sites.
Responding to incidents, supporting Level 1 and Level 2 engineers, performing break/fix activities after escalations from sites.
Liaising with customers on site, via telephone or remotely and proactively communicating with UK and Head Office Teams, escalating issues and identifying areas where service can be improved.
Analysis of system performance.
Responsible for compliance with company policies including Health and Safety, Vehicle use, Expenses etc.
Interpersonal Skills
Ability to work under pressure and be able to priorities and focus with clear problem solving.
Must be comfortable operating alone either in an office or within customer environment or working within a small team.
Must have excellent time management and organisational skills, able to communicate well to customers and be comfortable liaising with other colleagues overseas.
Well presented.
Experience of working in an international culture and in an ITIL service environment an advantage.
