Associate Support Engineer

Job description

About the job

This is a unique opportunity to gain experience in Man's Enterprise Engineering Support team. The team hosts business critical systems and applications and works closely with users from front, middle and back office business teams and technology teams.

Tasks

• First level of application support for business systems with escalation to 2nd level application support team and dev teams
• Support in triage and takeover of problems with Zendesk, Stock, ServiceNow or 2nd line system and follow-up until successful resolution
• Focused and well organized to deal effectively with daily problems
• Communicating with software developers, engineers and users and solving problems
• Helpful setting and support for users when searching for contacts by application
• Further development of triage as a means of reducing tickets and proactive trend tracking
• Monitoring of business systems; investigation, escalation and resolution of alerts
• Writing SQL scripts to resolve user queries, testing, lease management by following change controls across the environment
• Contribute to procedures and policies by updating in the knowledge base available for use and maintenance of all versions
• Preparation and distribution of daily handover and release notes
• Cooperation with internal and external auditors

Requirements

• Relevant experience in 1st level / helpdesk support
• Experience with Windows-based environment; Windows 10, Windows Server, Office 365
• Solid understanding of IT systems and IT customer support experience
• Very accurate approach to data entry and checking results; high attention to detail
• Database knowledge. Oracle, MS SQL - scripting skills would be an advantage
• Knowledge of operating systems; Unix/Linux
• Experience with ticketing systems;

We offer

not specified