IT Support Engineer Billing Operations · Derby

Giacom Group; Derby; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in technology solutions seeks a Platform Support professional to manage incidents and provide top-notch support across their platforms. You will work closely with stakeholders to ensure smooth operations and oversight of technical issues, fostering a commitment to quality support and customer experience.

Benefits

Flexible working

Investment in learning and development opportunities

No dress code

25 days annual leave plus bank holidays

Pension plan

Complimentary refreshments

Qualifications

• Demonstrable experience within the support space.
• Experience with incident management tools and processes.
• A working knowledge of SQL.

Responsibilities

• Manage support requests, issues, and incidents across platforms.
• Input into root cause analysis and incident post-mortems.
• Proactively manage ticket queue and ensure logging in ITSM system.

Skills

Incident Management

Troubleshooting

Client-centric Approach

Flexibility

Self-management

Interest in Technology

SQL

Tools

Jira

Confluence

Job description

Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

We have a comprehensive portfolio of technology products and services that gives our partners the competitive advantage to build bigger and more successful businesses by providing their customers with the best solutions and customer experience possible.

Platform Support is responsible for the timely resolution of all manner of issues affecting the business from; partner setup/liaison, configuration, data integrity, performance, stability, reliability, and security of our customer facing platforms across Cloud, Comms, Distribution and Hardware.

This is a Technical and varied role offering the successful candidate the opportunity to work with all stakeholders across the business, very much in a value-add capacity. As well as providing general platform support, you will help support the other areas of Platform running and maintaining infrastructure for the application to make sure the customer platforms can handle the expected load and recover from failures.

Training will be available to develop specific skills required for the role.

What you'll be doing

• Manage and take ownership of support request, issues, incidents, and defects across the platforms.
• Management of incidents across the platforms.
• Input into the root cause analysis and incident post-mortems off the back of service restoration.
• Troubleshooting and resolving issues and incident for first contact resolutions.
• Accountable for proactively managing and prioritising ticket queue and ensuring that all incidents and requests are accurately logged and updated in accordance with our SLA’s and procedures within our ITSM system.
• Contribute effectively to the establishment and maintenance of the Platform departmental knowledge, documenting clear instructions and known fixes.

Experience & Qualifications

• Demonstratable experience within the support space
• Demonstratable experience within the Incident & Problem space.
• Client-centric approach with ability to be flexible with workload patterns.
• Demonstratable experience with Incident Management tools and processes across Agile spaces.
• A driven and enthusiastic individual with a keen interest in technology and the ability to organise and self-manage
• A working knowledge of SQL
• Experience with Jira / Confluence

What's in it for you?

• Flexible working.
• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.