AddressThe Role
The IT Support Specialist is required to provide fast and useful technical assistance on computer systems. You will work with end users to solve mid to high level technical issues and troubleshooting line of business applications.
You must possess strong technical aptitude and excellent customer service skills. Must be able to communicate effectively to understand the problem, work with the end user and clearly explain its solution and should be customer-oriented and patient to deal with difficult customers.
The Role and Responsibilities
Resolving and preventing incidents from reoccurring by identifying the root cause and implementing and following up on due actions by diagnosing and troubleshooting
availability interruptions and other production issues.
Partner with the right supporting teams, and communicate with teams to keep them apprised of status and issues. Contacts vendors to resolve technical issues.
Identifies trends and follows problem management best practices.
Adds, updates, and closes IT Problem Management database records.
Develops knowledge and support across incidents related to different types of issues i.e. Application, Data, Infrastructure (server, common storage, network, MQ, etc.), Batch, Transmission, Business Process, and Business training.
Support Change Management by being a project liaison, creating Change Records to satisfy SI requests (e.g. post-certification, stop/start procedures, maintenance, special requests, etc.),
approving Operational Acceptance Checklist, and providing elevation support. Support Service Level Management.
Thoroughly understands and complies with IT policies and procedures, especially those for quality and productivity
standards that enable the team to meet established client service levels.
Understanding of containerization frameworks (Pivotal Cloud Foundry, ECS/Fargate, Heroku, Kubernetes, Docker)
Understanding of monitoring/telemetry solutions (Splunk, ELK, AppDynamics, etc...) data ingestion and analysis
Understanding and application of scripting language (Shell, PHP, Python, etc) in pursuit of automation
Understanding & exposure to either Banking or Insurance application support roles and being aware of PCI-DSS rules & regulations.
Knowledge, Skills and Personal Attributes
A degree or better in computing (essential)
Experience in production support (essential) Unix (preferred)
Intermediate level of Microsoft Access & Excel (essential)
Intermediate to Advance level of Microsoft SQL scripting and understanding of SSRS/SSIS packages (essential)
Knowledge of networking and support (preferred)
Knowledge of system administration: Logons and passwords (preferred)
Excellent written and verbal skills and ability to liaise effectively across the business.
Ability to prioritise multiple tasks
Strong focus on delivery deadlines
Ability to work flexible hours depending upon production roster
Strong levels of Problem solving Skills (essential)
