Technical Lead Support Engineer
As a Lead Technical Engineer, you will be involved in solving time critical escalated problems and resolving complex issues. You will work and liaise with a variety of different departments such as development, integrations, and systems.
This requires an aptitude for working with applications/systems to undertake analysis, diagnosis, and rectification of issues. Using your logic and technical skills to problem solve.
You will also be responsible for overviewing the quality of the technical solutions the team supports and taking ownership to make sure the solutions meet the high standards required for them to be supported. You’ll be customer focused and wanting to go the extra length, so they are provided the best possible service. You will become an expert with Interlok™, our leading integration technology.
Responsibilities Include:
- Working closely with the other leads and helpdesk manager to ensure SLAs and KPIs are being met.
- Developing and nurturing talent – building a highly technical team.
- Liaising with the Tier 1 team to resolve escalated issues, providing them feedback and knowledge transfer.
- Analysing & triaging escalated issues, making sure they are dealt with or escalated to Tier 3 engineers if required.
- Reading, understanding, and editing Interlok™ configuration and XSLT mappings to resolve production faults.
- Proactively contributing to and delivering continuous improvement of processes which will reduce common faults and save time for the Tier 1 & 2 team.
Required:
- 3+ years’ experience in a support desk/IT role, ideally as a Tier 2/2nd line.
- Experience of being in a team leadership role (a recent recognised management qualification is desirable).
- Outstanding written and spoken communication skills (particularly to liaise with the Tier 1 & Tier 3 team).
- An inquisitive mind and problem solver
- Understanding and editing of XSLT files.
- Good working knowledge of XML, EDI, IDOC, CSV files and other text formats.
- Practical experience of relational databases and commands e.g MySQL.
- Good working knowledge of the Linux/Unix command line.
- In depth debugging of Java stack traces and analysing log file
- Ability to understand complex technical documentation and information.
- Experience in any programming language Java, PHP, C++, Python etc.
Additional information:
This is a full-time, permanent position, Monday to Friday. Your working day will usually be 9am-6pm, but you may need to work anytime between 7am-7pm with cover for some public holidays.
We do offer 24/7 urgent support. While after-hours requests are rare, you may be on call occasionally to manage a customer issue, for which a shift allowance would be received.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [email protected] or if you are based in the US you may also contact us on 1.855.833.5120.
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