2nd Line Support Engineer

Summary about this job

Detail information about job 2nd Line Support Engineer. Terms and conditions vacancy

• Supporting rapidly growing SaaS solution
• Leading edge technology
• AsiaPac headquarters of global company

ABOUT THE BUSINESS

Since 2005 ActiveOps has been committed to helping organisations improve their operational efficiency by helping managers and teams deliver their best possible performance.

ActiveOps provide cloud-based software and services to meet the increasing market demand for back office workforce optimisation and digital transformation.

The Workware™ software suite is purpose built for the back-office to quantify work and time, measure productivity and efficiently manage human and robotic resources in real-time. It enables capacity to be optimised, processes to be identified for automation and the agile management of the entire operation. This reduces costs, improves service delivery, staff well-being and customer service.

The Active Operations Management (AOM™) Method enables 'teams of teams' to collaborate and sustain higher productivity through a consistent management framework. Better communication and improved control results in higher staff engagement and reduced stress.

ActiveOps operates across the globe from offices in the UK, Australia, India, South Africa and North America supporting back office operations in financial services, shared service centres, government organizations and Business Process Outsourcers (BPOs).

ABOUT THE ROLE

Our Workware™ product helps some of the world's biggest companies run their digital operations teams efficiently and effectively. 

Working with the Technology team, our Level 2 Support Team own the application's performance and health; from the data tier to the presentation layer.

You'll be expected to work on issues affecting all parts of the application (alongside our experts in the Infrastructure and Development teams), as well as other Support colleagues.  In addition, you will proactively monitor and improve performance and plan capacity. 

You'll provide bespoke reports, (or create a mechanism to enable customers to provide their own) and have significant input on future direction around the data and analytics tiers, as we investigate and implement new AI, ML and Big Data technologies.

BENEFITS AND PERKS

• Work as part of an international team
• Fast growing technology sector company
• Tier 1 global client base
   

SKILLS AND EXPERIENCE

This role would suit a person  with around 5+ years experience in a similar role.

Ideally you will be a technical generalist who has dabbled in development and has  some scripting language knowledge.  You will be a confident troubleshooter who has a sound understanding of SQL and relational databases - enough to write stored procedures and functions etc.

The successful candidate will have appropriate IT (Certificate or Degree) or equivalent knowledge based on experience.

The candidate must be able to:

• Write, tune and optimise SQL including complex SQL
• Understand & use query execution plans to spot areas of poor performance
• Diagnose and fix issues in IIS (and, as we move to PaaS, Azure Websites and Azure Functions)
• Be sufficiently expert in the data in the system to identify when something isn't right, and identify how to fix it and/or identify the root cause of why it ended up wrong.
• Create, update, delete and own data transformation related parts of the solution, including SSIS packages and (as we move to PaaS, newer shinier things)
• Work closely with Product to specify and design the "analytics" parts of the solution (e.g. HDInsight/Hadoop, for example) as well as having significant input into the transactional platform.
• Ensure essential customer applications are available and functioning as required
• Participate across the SDLC for new products and application upgrades with the Infrastructure and Development teams
• Work closely with CSM team to provide technical solutions when required
• Work closely with Customer Services, Level 1 Technical Support, Level 3 Technical Support and other teams, service and support our global, 24/7 customer base
• Evaluate and deploy technologies to meet project requirements
• Ensure our Information Security Management System is adhered to within your areas of responsibility.

Essential skills and experience:

• Expert knowledge of MS SQL Server, SSRS, SSIS and IIS.
• Awesome T-SQL knowledge, and ideally exposure to or an interest in Python, perl or other languages suited to large-scale data
• manipulation
• Good PowerShell skills, including Azure cmdlets.

Generic capabilities: 

• Ability to work independently
• Excellent communication and presentation skills
• ability to build relationships
• Ability to take on board varying levels and types of work, sometimes with a high degree of complexity
• Self-starter and able to proactively show initiative across all activities
• Looks for opportunities to improve processes or recommend alternatives,
• Ability to manage issues and challenges
• Attention to detail