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My client is looking for an SME with deep and strong technical capabilities to Join there Third Line Support team. This role will involve working closely with the Product, Development, Risk and Infrastructure teams to deliver service (application and infrastructure) improvements, including monitoring and alerting, to ultimately reduce the amount of escalations required and the stability and performance of the services and products that they offer.

Your Responsibilities

• Providing hands on assistance in providing complex technical support (problem management and investigation)
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, working to defined SLA's
• Attending client calls as required, delivering updates and noting escalations in a considerate and professional manner
• Liaising with internal departments and external customers for the effective resolution of tickets
• Support (as required), the Key Account Management team and Customer Excellence team on service review calls and provide technical advice to the customer on the application and environment
• Provide SME technical problem support, answering support queries via phone, email and ticket as allocated/escalated by the Customer Excellence team
• Provide Customer Excellence Team support and ongoing training specific to products and services you are supporting and are a specialist on
• Investigate cross function root cause analysis (RCA) investigations and provide detailed reports with agreed actions to remedy covering people, process, product. This will require close cooperation with other business functions notably Product, Deployment, Risk and Infrastructure
• Undertake other duties as and when required

The Skills and Experience You'll Need

Where gaps in skills, knowledge and experience are apparent they will look to tailor and invest a structured training program for the right candidate.

• Previous experience in a technical investigatory and client support role
• Understanding of the ITIL framework
• Extensive experience in supporting MS SQL based software applications, ideally associated with payments or billing systems
• Strong working knowledge of deploying, configuring, troubleshooting and supporting Microsoft technologies
• Ideally an in-depth knowledge of MS SQL Server
• Experience of managing a large number of MS SQL Server instances
• RDBMS on large systems in a commercial data centre context
• Experience of configuring MS SQL for high availability and Disaster Recovery using SQL Clustering, Mirroring and AlwaysOn Availability Groups
• Practical experience in monitoring and tuning a database to provide a highly available service
• Experience of writing complex T-SQL, including stored procedures, tables, triggers etc
• Windows server (AD, GPO, CA, DNS, DHCP, WSUS, HYPER-V)
• IIS
• Perfmon - Data collection and analysis
• Windows system security patching
• Working knowledge and experience managing networks:
• TCP/IP, HTTPS, DNS, Routers/Firewalls, VLANs, VPN, Reverse Proxy
• Cisco, Barracuda
• Documentation and effective user handover
• Working knowledge in IT security:
• Deploying and managing endpoint protection
• Monitoring and ensuring systems are up to date (WSUS, applications, firmware, drivers, networking)
• Previous experience working within a hosting / managed service organization in a Support capacity
• Change Management.
• Monitoring and alerting / event management
• Capacity monitoring
• Availability monitoring
• Anti-virus management
• Backup management
• DR tests
• Experience working in a commercial Helpdesk or Support role, effectively communicating with end users and teams
• Experience of working with and supporting financial, payment, billing or fraud management applications
• Experience working with Microsoft Azure and Operational Monitoring System (OMS)
• Understanding of PCI-DSS standards
• Cisco Certified Network Associate (2011)
• ITIL® Foundation certificate