Job description:
About the CompanyPeacock Engineering Ltd is a Gold-accredited IBM Premier Business Partner which has amassed over 300 person years of experience implementing business critical EAM (Enterprise Asset Management) solutions across a range of industries such as oil gas, pharmaceuticals, utilities, facilities management, transport, and power generation. Peacock Engineering Ltd specialise in providing consultancy services and support for the IBM Maximo EAM software product, and maintain a pool of highly-experienced and capable consultants fully conversant with IBM Maximo and its functionality, capabilities and opportunities for customisation to meet business need. Main Purpose:Peacock Engineering have introduced recently a full 24x7x365 support facility for its customers. This has previously been handled by an on-call Rota only dealing with high priority (P1) incidents. The volume of this workload and the requirement to provide this facility for all priorities of incidents has dictated that the on-call Rota is no longer sufficient and a new 24x7x365 facility will be implemented in our Bangalore, India office.The role of an Application Support Consultant is to take calls from the 1st Level support desk, log those calls in our service desk application, perform diagnostics to ascertain the root cause of the call and then find a solution that is acceptable to the customer – communicating with the customer throughout. Should escalations be required, there will always be at least one manager on call and contactable by telephone. The nature of these calls may vary, but are likely to be categorized as one of the following: -Software bugUser errorAdministrative requirementInfrastructure errorInvalid dataConfiguration errorMiddleware errorLack of understandingChange requiredWhilst a general understanding and appreciation of IT aspects such as networking, server infrastructure, software, data manipulation and applications is essential, full training will be given on the specific tooling and applications required, together with the processes needed to perform efficient diagnosis and resolution. Specific Responsibilities:As the service grows, it is envisaged that the responsibility of additional applications and technologies will be added with additional training given.To receive, troubleshoot and resolve 1st and 2nd level support queries.To log, prioritise and correctly process incoming issues through the ticketing system, adhering to contracted response and resolution times.To undertake 1st and 2nd level diagnosis, triage and troubleshooting on technical issues, working with the 1st Level support desk to gather all relevant information and circumstances around the issue.To escalate up to 3rd level consultancy all issues requiring higher technical involvement.To carry out requests on clients’ systems such as password reset and permissions changes, amending distribution lists, running, and setting reports, etc.To keep in continuing contact with the 1st Level support desk regarding open tickets and issues.To communicate frequently and effectively with colleagues and management in the UK to report actions, progress, issues, and take part in the daily call.Person SpecificationVery high level of spoken and written EnglishUnderstanding of infrastructure principlesServersNetworkingMiddlewareToolingOSDatabaseSaaSIT security principlesHigh level of customer service with the attitude of ensuring customer satisfaction through every customer interactionA thorough, detailed and analytical approach to problem solvingThe ability to work with other team members to ensure continuity but also (given the shift structure) the ability to work alone and remain productive and focusedUnderstanding the principles of incident priorities, SLAs and contractual obligationsAbility to work under pressure and under tight deadlines whilst remaining calm and communicativeA good listener to understand the customers concerns without making assumptions and to ensure the customer feels supportedSkill Requirements - Preferable:ITIL v4 foundation certifiedExperience of working in product support environmentGood to have exposure to IBM Maximo Good to have exposure to Click Scheduling applicationUnderstanding of IBM ACE Understanding of IBM MQ seriesUnderstanding of DB2 administrationHands-on SQLWindows Server administrationIncident Management (Preferable ServiceNow) Person Specification/Attributes:The ideal candidate will have come from an educational background to degree level in an IT discipline and have a good all-round understanding of ITIL concepts. He/She will see themselves as a problem solver with the attitude of never giving up but knowing when to ask for help. Their communications in English spoken and written environment will be extremely strong.Working shift patterns, potentially alone in the office or home working will not concern nor worry them. They are looking to use their skills in a technical environment with technical colleagues and are hungry to grow their skill and experience at a very fast pace.They have had some experience of customer service and satisfaction in a commercial environment (full or part time) and are told they are a ‘people person’.They are looking for a varied technical position with the potential to learn many new applications, services and technical skills. Professional and committed, with a disciplined approach to work.Motivated and driven by finding and providing solutions to problems.Polite, tactful, helpful, empathic nature, able to deliver to the needs of customers.Has respect for others and their views.Technology minded and focused, enthusiastic about technologies.Analytical, able to raise from the detail and see the bigger picture.Dedicated to continually updating and upgrading own knowledge.Carries a mind-set of continuous improvement, constantly looking for better and more efficient ways of doing things.Values quality at the centre of all things in work. As an employee, you will be encouraged to continually develop your capability attain certifications to reflect your growth as an individual. Powered by Webbtree
