IT Support Technician

Tunbridge Wells

£25,000 - £35,000 depending on experience + an excellent benefits package.

About Our Client

My client is a leading and expanding motor insurance group who are renowned for their staff reward and recognition and are in The Times Top 30 Big Companies to work for. They are currently recruiting for an IT Support Technician to join their team based in Tunbridge Wells.

Job Description

In this role, you will support a growing tech-start up business in the Insurer tech industry. This well-funded organisation is looking for an individual to help facilitate smooth running of the operation as we embark on a period of rapid growth. The individual will be a service orientated team player with the technical acumen to take on increased responsibility and grow with the business.



Responsibilities:

Key Responsibilities:

* Assist in the creation of an agile support framework with continual improvement mechanisms to adjust procedure in accordance with the evolving needs of the business.
* Manage support tickets and call queue, providing weekly KPI reporting.
* Engage with customers to resolve support issues and ensure appropriate service levels are met.
* Liaise with developers, DevOps and business staff to identify problems and apply fixes in a controlled manner.
* Configuration of the system as directed, for example, update device and system settings.
* Monitor operational dashboard and manage alerts and response activities.
* Input into the evolution of an operational monitoring and support framework.
* Work closely with the DevOps team to identify opportunities for self-serve system administration.
* Build relationships with customers to enhance the service proposition.
* Following agreed procedures in handling and communicating system outages, investigating issues and other requests for support. Determine appropriate actions to take to include root cause analysis and resolution.
* Liaise with 3rd party service providers and sourcing partners to ensure changes released and incidents impacting service are resolved in line with process and resolution targets.
* To ensure changes and patching to applications are managed effectively through the change & release management process to include planning and promotion of scheduled changes, where necessary, out of hours.
* Provide input to and manage projects as required alongside business as usual tasks.
* Using application management software and tools to collect agreed performance statistics.
* Ensuring all work is carried out and documented in accordance with required standards, methods and procedures.
* To make suggestions for any improvements, to include performance and capacity management.
* To support and mentor more junior members of the team to learn to increase their experience and expertise in order to resolve incidents in a timely manner, to the satisfaction of the end user(s).

Key Competencies:

* Knowledge and experience of support frameworks such as ITIL and IT4IT a distinct advantage.
* Experience of a range of support organisations with a customer focus.
* Be familiar with software delivery tools and processes for concurrent development.
* Experience of development language and tools and may have a development background.
* Awareness of source code management practices.
* Be familiar with a range of agile practices and positively contribute to implementing and improving these.
* Able to communicate effectively at all levels of the organisation with technology and business stakeholders.
* Experienced in a range of delivery methodologies including agile and plan driven paradigms.



Qualifications:

Key Skills and Knowledge:

The following list of skills exemplifies the type of technologies required for the role. As some of these are new and emerging, specific experience is not necessary but applicants should demonstrate a strong general grasp of infrastructure technologies and a desire to quickly acquire new technical skills.

Essential skills:

* Experience of a variety of mainstream testing tools and techniques.
* Team Foundation Server (or equivalent)
* Good interpersonal skills and strong customer focus.
* Excellent verbal and written communication skills.
* Proven ability to implement and manage processes.
* Logical and methodical approach with good attention to detail.
* Able to work effectively on many different tasks at the same time.
* Adhere to Data Protection Regulations.

Desirable skills:

* Structured Query Language
* ITIL Awareness
* Microsoft Azure IaaS & PaaS
* No SQL database technologies (e.g. Mongo document storage etc.)
* Powershell or other scripting skills
* Jira Help desk support or equivalent.