Application Support Engineer, Customer Support Analyst, SQL,

Recruiter
People Source
Location
Farnborough
Salary
20000.00 - 45000.00 GBP Annual + GBP20000 - GBP45000 per annum + Benefits
Posted
19 May 2017
Closes
20 May 2017
Category
IT, Internet
Function
IT
Contract Type
Permanent
Hours
Full Time
My client a leading player in the international financial services industry are seeking to recruit 2 x Customer Support Engineers/ Application Support Analysts and you will bring the below skill set:

We are looking for talented individuals to join as a customer support representative, with the potential and ambition to take ownership of and grow the support function within the financial crime compliance team.

Responsibilities:

Responsibilities include:
* Resolve and report on customer/vendor queries and problems of medium to large complexity. * Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence. * Provide support on all technical problems within own area of expertise, through the provision of telephone or on-line support.
* Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it - in accordance with the SLA.
* Implement solutions and provide product-related consulting at customer/vendor/partner sites. * Participate in product specification reviews; perform acceptance testing to ensure supportability, usability, and delivery without undetected bugs.
* Design staff training packages, update knowledge management databases and document problem management procedures for both existing and new products/services.
* Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos.
* Maintain client relationships and build client satisfaction with designated customers by performing regular health checks of their operational environment and providing recommendations for improvement.

* Participate in service improvement projects within own area by executing parts of projects. May at some point manage small projects. Understand service configuration to provide delivery of standard features and customer specific features. Understand the configuration of new customers brought into support. Periodically co-ordinate subscription to and engagement of additional service offerings to multiple customers.

Qualifications:
Good verbal and written communication skills

An appreciation of best practices in a support function role

The ability to work autonomously

Ability to conduct root cause analysis for system defects

Experience of writing and executing SQL queries

A strong desire to take ownership of their work

Understand service configuration to provide delivery of standard features and customer specific features

Understand the configuration of new customers brought into support

Periodically co-ordinate subscription to and engagement of additional service offerings to multiple customers

In addition, the following would be beneficial:
*nux / Bash shell scripting

Exposure to Java or other programming language
An understanding of banking payment platforms, legacy file formats and SWIFT message formats
Knowledge of financial crime, sanctions or AML
Experience of MS Office and Windows, in particular Word, Excel and PowerPoint skills
Understanding of ETL processes and database applications including MySQL and Oracle
Source control

People Source Consulting Ltd is acting as an Employment Agency in relation to this vacancy.

People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.