Second Level Support Analyst
On site
London, United Kingdom
£ 35,000 / year
Full Time
19-12-2024
Job Specifications
To provide first and second level support (including application support) to office based and remote users using the incident management and request fulfilment processes in line with IT Support objectives, ensuring delivery of a high quality customer focussed service to meet business needs.
Client Details
A leading insurance company in the UK.
Description
Service Management
* Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs
* Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided
* Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
* Advise customer on the problem-solving process and direct unresolved issues to the next level of support personnel
* Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team
* Identify and suggest improvements to processes/procedures
* Maintain system documentation, sharing relevant knowledge with peers and the broader IT team
* Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
* Manage own performance against agreed metrics & measures
Technical
* Serve as subject matter expert on key applications in use across the Group
* Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible
* Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate
* Assist in the maintenance of standards for hardware, software and security in the desktop environment
* Review Monitoring and Management of the desktop and applications.
Profile
Service Management
* Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs
* Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided
* Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
* Identify and suggest improvements to processes/procedures
* Maintain system documentation, sharing relevant knowledge with peers and the broader IT team
* Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
* Manage own performance against agreed metrics & measures
Technical
* Serve as subject matter expert on key applications in use across the organisation
* Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible
* Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate
* Assist in the maintenance of standards for hardware, software and security in the desktop environment
* Review Monitoring and Management of the desktop and applications.
Job Offer
Hybrid working
Competitive Salary
Fantastic Benefits
About the Company
Welcome to the Michael Page global company profile. Michael Page has five decades of expertise in professional services recruitment. We were established in London in 1976, and over this period we've grown organically to become one of the best-known and most respected consultancies, with an office network spanning six continents. While size has its advantages, it doesn't define us - the nature of our organic growth means that each new office is integrated into the region that it serves. It also means that as an employer lo... Know more
Related Jobs
- Company Name
- BlackCode
- Job Title
- Senior Software Engineer
- Job Description
- Senior Software Engineer - TypeScript, NodeJS, Web3, Scalable Backend solutions. Seeking an exceptional and highly skilled Software Engineer to join and lead the creation of a social media platform; a pioneering opportunity for a Web3-powered platform that integrates decentralized payment systems, cutting-edge smart contracts, and features that are set to redefine digital interactions. As a core member of the backend team, you will be entrusted with designing and maintaining high-performance, scalable systems that will power the future of digital communication. Benefits Fully remote work setup, providing flexibility and work-life balance. Competitive salary £120-140K, reflecting the value placed on top talent. Opportunities for growth and development within a fast-paced, innovative environment. Collaborative and supportive team culture that values autonomy and proactivity. Requirements Proven experience in High-Performance & Scalable Systems. Strong proficiency in TypeScript + NodeJS, Serverless Architecture. Building and deploying serverless applications on cloud platforms (e.g., Cloud Run Functions, AWS Lambdas) Experience with social media platform backend architecture or Ethereum, EVM, BlockChain. Bachelor's degree in Computer Science or related, STEM field. Responsibilities Implement Web3 technologies, including decentralised payment systems, smart contracts, and blockchain integrations Manage and optimise databases, with experience in graph databases (e.g., ArangoDB), ensuring high availability, integrity, and performance Develop Node.js serverless functions using cloud platforms (e.g. Cloud Run Functions) to enhance system scalability Integrate and optimise video transcoding pipelines, ensuring smooth media processing for video on demand (VoD) and live streaming Manage media storage and optimise media delivery workflows, focusing on security, performance, and cost efficiency Monitor backend performance, troubleshoot issues, and optimise backend processes for efficiency and reliability Perform load and stress testing to ensure the system can handle high traffic and scale efficiently Desirable Requirements Graph databases (e.g., ArangoDB) and high-performance data models, cryptocurrencies, blockchain technologies, decentralised systems, event-driven architectures, message queues (e.g., Kafka, RabbitMQ), video transcoding, media storage security best practices, DevOps practices, containerization technologies (e.g., Docker, Kubernetes), CI/CD pipelines, backend automation tools, and Google Cloud Platform products (e.g. Storage, Cloud Run, Transcoder API) Alongside a competitive benefits package, you'll be immersed in a growth-oriented, start-up-like atmosphere where innovation thrives. The company fosters a progressive and autonomous work culture that encourages proactivity and values individual contributions.
- Company Name
- Maxwell Bond
- Job Title
- Senior DevOps Engineer
- Job Description
- Passionate about the environment and helping the world become more sustainable? There’s so much we can do in our spare time, but how would you feel knowing that your work and daily contributions are making a huge positive impact? Good news! We’re supporting a Global Leader in Sustainability and Environmental Safety to help them find a Senior DevOps Engineer. They’re partnered with Organisations and Charities all around the world to improve their sustainability and global footprint. As the Senior DevOps Engineer, you’ll be supporting a team of developers (who are currently managing the DevOps environment) to sit in the middle of opps & dev and communicate between each team, set up new processes in Monitoring, CI/CD, Automation and improvements to their Azure Infrastructure. What’s in this for you? Salary up to £80k + 10% bonus Fully remote role/Can come into their offices if you prefer Private healthcare & 5% pension match Paid training and certifications (Will get you up to speed if some area for improvement) Chance to really take ownership of their DevOps & Azure environment and put your own stamp on this What they’re looking for: Strong experience in Azure (Certs would be good too) Experience setting up new monitoring within Azure Experienced within Azure DevOps or Git Lab CI Someone who outspoken and able to communicate across multiple teams Ideally software development background is desirable, but can still be from opps Apply today to not miss out!!
- Company Name
- Creatify
- Job Title
- DevOps Engineer
- Job Description
- Are you ready to take your DevOps expertise to the next level? Our SaaS client, a fast-growing innovator in the tech space, is looking for a skilled DevOps Engineer to join their team. The Role As a DevOps Engineer, you’ll play a key role in designing, implementing, and maintaining scalable, secure, and high-performance infrastructure to support cutting-edge SaaS products. You’ll collaborate closely with developers, product teams, and other stakeholders to ensure seamless CI/CD pipelines, efficient cloud operations, and robust system monitoring. What You’ll Be Doing Building and maintaining scalable, cloud-based infrastructure (AWS/Azure/GCP). Developing and optimizing CI/CD pipelines for rapid deployment. Implementing best practices for system security, monitoring, and incident response. Collaborating with development teams to improve software delivery processes. Automating processes to increase efficiency and reduce downtime. What We’re Looking For Proven experience in a DevOps Engineer or similar role. Expertise with AWS (preferred) or other cloud platforms (Azure/GCP). Strong experience with CI/CD tools (e.g., Jenkins, GitLab, GitHub Actions). Proficiency in scripting and automation (e.g., Python, Bash, Terraform). Solid understanding of containerisation and orchestration (Docker, Kubernetes). Excellent problem-solving and communication skills. Why Join? Work with a collaborative and innovative team at the forefront of SaaS technology. Competitive salary of up to £80,000 per annum. Hybrid working model with a vibrant London office. Opportunities for career growth and professional development. Ready to Apply? If you’re passionate about DevOps and want to be part of an exciting SaaS journey, we’d love to hear from you! Apply today, and let’s start a conversation.
- Company Name
- European Tech Recruit
- Job Title
- System Software Engineer (GPU and HPC)
- Job Description
- System Software Engineer (GPU and HPC) We are looking to hire an experienced System Software Engineer to join our client at their offices in London. This would be a full-time role with hybrid working model. Your role will be to design, develop and deploy a range of complex software solutions and optimize system level infrastructure. This will combine SW and systems engineering to build and run large-scale, massively distributed and fault-tolerant systems. Minimum Qualifications: Strong understanding of operating system fundamentals and components. Proficiency in C or C++ programming, with expertise in at least one additional language (Python, Golang, Rust, or CUDA). Solid foundation in data structures, algorithms, and multithreading programming. Experience with performance optimization of multithreaded applications. Knowledge of GPU Linux kernel drivers, NVlink, CUDA, and LLM is a plus. Preferred Qualifications: Experience in designing and implementing large-scale system software projects. Proven ability to work effectively in a team environment. Familiarity with network, storage, memory management, process scheduling, or server hardware architecture. Passion for technology and a desire to learn new things.