App Support TSOT Technician
Responsibilities to include, and are not limited to:
- Resolve incidents in a timely, efficient and professional manner.
- Execute and provide support for the business processes including vouchers, sim orders, online and batch environments.
- Provide written or verbal work instructions
- Provide clear and professional communication with customer services team - first level support.
- Troubleshoot high priority issues in a logical way following proven methodologies/best practise.
- Business Awareness. Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first-class service.
- Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
- Problem Solving. Takes ownership for listening to and understanding customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems need to be further escalated to ensure satisfactory resolution.
- Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements. Monitors performance through statistical reporting and analysis.
- Team Working. Is a key team member, taking on escalations and supporting less experienced people in the team.
Qualifications - External
Required Education and Experience
- 5+ years working experience in IT
- Excellent SQL skills
- Strong understanding and knowledge of Unix
- Excellent understanding of relational databases (Oracle, PostgreSQL)
- Excellent understanding of applications support
- Experience in using an application monitoring solution, e.g. Nagios.
- Self motivating and able to prioritise tasks
Desired Skills
- Knowledge of Oracle, PostgreSQL, Wildfly, Linux, AWS, Weblogic, Apache, Business Intelligence, ETL and Unix scripting is an advantage
- Experience of mobile telecommunications industry
- Understanding of XML-based web service protocols, e.g. SOAP.
- Development and testing experience are also an advantage
The candidate must have a valid visa to work in Ireland.
