2nd Line Support Engineer

AccessPay -

Full-time (Permanent)
£30,000 - £45,000
Published on
12 January 2022
Deadline
9 February 2024

Providing technical support and general administration for our online payments service application and its cloud based platform infrastructure.

This will include managing customer tickets escalated from the Service Desk team, building tools and knowledge to proactively maintain and manage systems, and driving continual improvement of working practises.

Responsibilities:

  •  Respond to 2nd line standard support escalations and resolve as quickly as possible in line with customer Service Level Agreements
  • Troubleshoot complex technical issues within our payment application suite and its underlying cloud infrastructure, including diagnosing payment flows with interfaces to third party banks and other financial institutions.
  • Participate in Incident Management processes
  • Undertake on call out of hours support and incident escalation duties 
  • Proactively document technical knowledge and procedures and participate in knowledge sharing with colleagues
  • Enforcing established IT security procedures in line with the company ISMS

Skills

  •   Strong analytical and problem solving skills
  •    Hands on experience in supporting business critical applications and services through log monitoring and SQL database querying and data analysis to resolve ticket queries
  •   Windows (2012R2+) server administration and basic MS-SQL database administration
  •   Scripting experience to automate routine maintenance activities, on Windows and Linux
  •   Application performance investigations
  •   Personable, friendly and enthusiastic team worker 

Desirable

  • Experience using: PowerShell, Bash, IIS, AWS, GCP, SQL Server

Benefits

  •  You will be entitled to 25 days’ holiday + 8 bank holidays 
  •  We operate a contributory pension scheme which you will be auto-enrolled into from from day one 
  •  Free Gym Membership with Pure Gym
  •  Season Ticket Loan (available upon completion of probationary period) 
  •  Shares/Equity scheme after probation
  •  Health Shield Cash Plan (available after 3 months service) 
  •  Birthday Off work
  •  Free breakfast & lunch food when in the Manchester office
  •  Discounted Parking
  •  Access to training – both internal and external 

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