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- Tasks: Provide frontline technical support and manage incidents to ensure smooth operations.
- Company: Join a dynamic team in Swindon, delivering top-notch service to clients.
- Benefits: Enjoy a hybrid work model, competitive salary, bonuses, and shift allowances.
- Why this job: Be part of a fast-paced environment where your problem-solving skills make a real impact.
- Qualifications: Experience in SQL, Unix, or Java; strong communication and problem-solving skills required.
- Other info: Opportunity for growth and development in a supportive team culture.
The predicted salary is between 20000 - 29000 £ per year.
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£25,000 - £29,000 Per Annum
Full Time Permanent Swindon, Wiltshire
Job Description Frontline Technical Support Engineer (SHIFTS) Hybrid Swindon, Wiltshire You will be using tools, techniques, and initiatives to achieve best-in-class service, ensuring all clients and systems are optimised and updated during the most convenient times to maintain BAU functions. You will also act as a rapid response service, responsible for Major Incident Management, Incident Management, Restoring of Service, Advanced System Monitoring, and delivery of control system changes. This role will be hybrid with 2 days a week in the office and a salary of up to £29,000, a 5% Bonus, and a 20% Shift Allowance.
Essential Duties and Responsibilities:
- Act as a bridge between clients and the wider PPS business and teams.
- Deliver a rapid response to all tickets and alerts to ensure a quality service and any BAU disruption is kept to a minimum.
- Make system changes in line with strict Change Management processes.
- Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved convenience and satisfaction by reducing the number of operational problems.
- Ensure regular and effective communications with clients and internal stakeholders using ticket management for a crisp audit of all actions.
- Investigate and diagnose problems using relevant subject matter experts to assess and analyse root causes.
- Maximise Ticket workflows by working within published and contractual SLAs, escalating where necessary.
- Be a voice and resolver during any and all Major Incidents, capable of taking the lead in Scribing, Time keeping, Communications.
- Staying up to date with all current PPS technologies by making time inside and outside of working hours.
- Assess and build action/development plans for current & future technology knowledge & skills that are required within the Sops wider team, to succeed in Service Delivery.
- Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistent performance, whilst also committing to the adherence of the client SLA.
- Proactively identify any potential disruption to any or all products & services for our clients.
What we want from you:
Essential:
- Demonstratable problem solving and ownership skills.
- SQL Experience in complex writing SQL queries And/Or.
- Unix Highly capable and demonstratable effective competence And/Or.
- Java Ability to read Java code And/Or.
- Experience in the definition and design of complex solutions.
- Proven experience in client relationship management.
- Fluent English.
- MS Office.
Desirable knowledge/experience:
- AppDynamics.
- Jira/Jira Service Desk.
- Confluence.
- OpsGenie.
- Citrix.
- Degree or equivalent in a computer science or a scientific/technical discipline (desirable).
Behavioural:
- Well organized able to plan own work and track progress against a plan.
- Methodical worker, high attention to detail.
- Tenacious problem solver.
- Flexible, can cope with changing priorities.
- Strong communicator, both written & oral.
- Able to explain technical issues and solutions to peers.
- Self-starter, team player.
- Able to build relationships with external companies.
- Excellent interpersonal skills.
1st Line Support Engineer employer: Vision Municipal Solutions
Contact Detail:
Vision Municipal Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer
✨Tip Number 1
Familiarise yourself with the tools and technologies mentioned in the job description, such as SQL, Unix, and Java. Having hands-on experience or even completing relevant online courses can give you a significant edge during interviews.
✨Tip Number 2
Brush up on your problem-solving skills by practising real-world scenarios that a 1st Line Support Engineer might face. This could involve troubleshooting common technical issues or simulating incident management situations to demonstrate your capability.
✨Tip Number 3
Network with current or former employees of StudySmarter on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Prepare to discuss your experience in client relationship management. Think of specific examples where you've successfully resolved issues or improved service levels, as this aligns closely with the responsibilities of the role.
We think you need these skills to ace 1st Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the 1st Line Support Engineer role. Emphasise your problem-solving abilities, SQL experience, and any familiarity with Unix or Java.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the position. Mention specific examples of how you've successfully managed client relationships or resolved technical issues in the past.
Highlight Technical Skills: Clearly list your technical skills, especially those mentioned in the job description such as SQL, Unix, and Java. If you have experience with tools like Jira or AppDynamics, be sure to include that as well.
Showcase Communication Skills: Since strong communication is essential for this role, provide examples in your application of how you've effectively communicated technical information to non-technical stakeholders or clients.
How to prepare for a job interview at Vision Municipal Solutions
✨Showcase Your Problem-Solving Skills
As a 1st Line Support Engineer, you'll need to demonstrate your ability to solve problems effectively. Prepare examples from your past experiences where you successfully diagnosed and resolved technical issues, highlighting your thought process and the steps you took.
✨Familiarise Yourself with Relevant Technologies
Make sure you're up to speed with the technologies mentioned in the job description, such as SQL, Unix, and Java. Brush up on your skills and be ready to discuss how you've used these tools in previous roles or projects.
✨Communicate Clearly and Effectively
Strong communication skills are essential for this role. Practice explaining technical concepts in simple terms, as you'll need to bridge the gap between clients and technical teams. Consider doing mock interviews to refine your communication style.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle major incidents and client interactions. Think about how you would respond to various situations, such as a system outage or a high-priority ticket, and be ready to articulate your approach.
